Customer Service Manager

Glacier Bancorp, Inc.•Ponderay, ID

9d•Onsite

About The Position

Mountain West Bank is seeking a Customer Service Manager at our Ponderay, ID Branch. As a Customer Service Manager, you will support Mountain West Bank’s mission to deliver exceptional customer experiences. This role offers comprehensive training, competitive benefits and growth opportunities, as well as the opportunity to make a difference with every customer interaction. This position is designed for individuals with three years of previous customer service experience who embody a customer-first mindset with genuine enthusiasm. We are seeking applicants who demonstrate clear communication, provide top-notch customer service skills, have impeccable manners and possess previous supervisory experience in order to effectively lead a team of bank tellers. Regular and predictable attendance is an essential part of this job. This position reports to the Branch Manager. Career growth includes roles such as Branch Manager, Area Manager and many more! This is a full-time, salaried position. Candidates must be available Monday through Friday, 8:15 am to 6:15 pm and Saturday from 8:45 am to 1:00 pm for a total of 40 hours a week. Rate of pay depends on experience.

Requirements

High school diploma or equivalent
3 years of retail banking experience
Previous supervisory experience or documented supervisory training
Good knowledge of banking compliance, policies, and procedures
Has an excellent understanding of banking operational policies and procedures
Excellent customer service skills
Advanced communication and interpersonal skills
Excellent math skills
Good computer skills
Must be capable of regular, reliable and timely attendance.

Nice To Haves

Prior financial and cash handling experience
Jack Henry core processing software
Previous knowledge of MWB products and services

Responsibilities

Ensure through training, personal example, and work atmosphere that all operational staff maintain a professional, courteous demeanor and provide customer service of the highest quality at all times.
Supervise and instruct Teller staff according to established policies and procedures and accepted standards. Assign duties to meet workload fluctuations. Direct training of subordinate staff including remedial training when needed. Solve or assist in solving personnel and operational problems within the branch. Evaluate the performance of subordinate staff and recommend promotions, salary adjustments, disciplinary action, etc. to the Branch Manager.
Answer customer inquiries and resolve problems regarding operational and depository matters. Provide assistance to customers who need help with their account. Determine account and service needs of customers and prospective customers, referring them to the appropriate person for follow up and close of sale.
Oversee the courier process, work with couriers, prepare bags, and ensure all documentation is completed, filed, and retained. If items need to be addressed, work with the manager.
Ensure that proper records are maintained, and that safeguards and systems are in place for retention and storage as needed. Responsible for the training of personnel and maintenance of proper security procedures according to established Bank policy.
Responsible for the preparation and submission of branch certifications, monthly operational reports, etc. Maintain proof of accounting records, Teller balancing records including proof of overages and shortages, measures taken to locate differences, reports of differences not located in amounts reportable to Administration.
Maintain internal audit functions within branch operations. Report potential losses, fraud, kiting, embezzlement, etc. in a timely manner to the proper authority.
Assist the Tellers in the performance of their duties and responsibilities including training them in the procedures related to their position, providing additional training if needed. Assume responsibility for all transactions processed by a Teller that exceeds their assigned limits by reviewing the transactions and initialing to show approval on those that are authorized. Sign and authorize cashier’s checks. Waive service charges and fees when appropriate and within specified authority. Verify Teller and vault cash on a routine basis noting discrepancies and/or dollar amounts more than assigned limits. Approve temporary retention of excess cash on a limited basis as befitting the circumstances.
Ensures the staff understands the standards and expectations of the Bank’s High-Performance Growth (HPG) program, the referral process and the Tell-a-Friend program. Coaches staff on use of HPG skills including the HPG 8-step process. Reviews service and skills shops and works with staff to continually improve.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control