Customer Service Manager

Glacier Bancorp, Inc.•Idaho Falls, ID

8d•Onsite

About The Position

Citizens Community Bank is a dynamic, growing community bank dedicated to providing exceptional financial services to individuals and businesses. Our mission is to build lasting relationships through personalized service and a community-focused banking experience. As part of our team, you’ll have the opportunity to grow your career in a supportive, innovative environment while contributing to the success of both our customers and our organization. The Customer Service Manager plays a vital leadership role in branch operations, supporting the Branch Manager by overseeing the Teller line and ensuring exceptional service delivery. This position supervises and develops teller staff, manages daily workflow, and maintains operational compliance while helping the branch achieve performance goals. The ideal candidate will be a strong communicator and problem-solver with proven leadership skills and a passion for delivering outstanding customer experiences.

Requirements

High school diploma or equivalent required.
Minimum of 3 years of retail banking experience.
Strong knowledge of banking compliance, operational policies, and branch procedures.
Familiarity with local market conditions and customer needs.
Demonstrated leadership skills with the ability to coach, train, and motivate staff.
Excellent customer service, communication, and interpersonal skills.
Strong problem-solving and organizational abilities; able to manage multiple priorities effectively.
Proficiency with computers and banking software applications.

Responsibilities

Supervise and provide leadership to the Teller and New Accounts teams.
Perform Teller and Vault Teller duties as needed.
Train, coach, and cross-train employees to ensure operational excellence.
Assist with new account openings and cross-sell bank products and services.
Manage debit/ATM card processing, check orders, account maintenance, and cash certification processes.
Oversee branch reports, correspondence, and account balancing.
Conduct customer research, resolve inquiries, and ensure satisfaction.
Complete annual performance reviews, manage scheduling, and maintain time-off records.
Act as a communication link between supervisors and frontline staff.
Monitor and follow up on audit correction tasks.
Support the Branch Manager in marketing, promotions, and business development efforts.
Contribute to the branch’s High-Performance Growth (HPG) initiatives and goal achievement.
Oversee teller progression plans, providing regular coaching and development opportunities.
Regular, on-site attendance during standard business hours is required to perform the duties of this position.
Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers.
Additional duties as requested or assigned.
Participate in Community Service and Bank-sponsored activities that serve and support the mission and values of CCB.
Provide superior internal and external customer service: must demonstrate self-governance, courtesy, and respect toward external customers as well as internal customers (all organization personnel).
Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Must complete the assigned online training courses and achieve a passing score by due date.
Represent in a professional manner which includes a professional image, confidentiality, a positive attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.