Customer Service Support Specialist

Glacier Bancorp, Inc.•Coeur d'Alene, ID

6d•Onsite

About The Position

Mountain West Bank is hiring a full-time Customer Support Specialist in Coeur d’Alene, Idaho. The role delivers customer service to bank customers, branches, and departments while following the bank’s service standards. It also provides technical support for online and mobile banking products and requires listening carefully to customers, understanding their needs, and maintaining a customer-first mindset. The position is suited to someone with at least one year of customer service experience who communicates clearly, writes accurately, and enjoys helping customers in an office environment. The bank offers training, benefits, and career growth opportunities, with potential progression to Customer Support Specialist II, Customer Support Team Lead, Customer Support Supervisor, and Customer Support Manager. The position is 37 hours per week. Candidates must be available during the stated operating windows: Monday–Thursday, 7:00 a.m.–5:00 p.m.; Friday, 7:00 a.m.–6:00 p.m.; and Saturday, 8:00 a.m.–1:00 p.m. Starting pay is at least $17.81, depending on experience. The work is performed indoors in a climate-controlled shared work area with moderate noise. The role involves routine office and computer work, including an average of 6–8 hours per day at a computer when necessary. Employees may be required to work extended hours or travel off site when requested by management.

Requirements

High school diploma or equivalent.
At least one year of customer service experience.
A customer-first mindset and genuine enthusiasm for assisting customers.
Clear communication and strong customer service skills by phone, email, and chat.
Ability to manage a heavy volume of correspondence.
Excellent written and grammatical skills.
Professional manners.
Ability to maintain strict confidentiality.
Strong organizational skills.
Availability during the stated work windows: Monday–Thursday, 7:00 a.m.–5:00 p.m.; Friday, 7:00 a.m.–6:00 p.m.; and Saturday, 8:00 a.m.–1:00 p.m.
Ability to perform routine work indoors in a climate-controlled shared work area with moderate noise.
Ability to use routine office equipment, including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Ability to work at a computer for an average of 6–8 hours per day when necessary.
Ability to work extended hours or travel off site when required or requested by management.
Regular, reliable, and timely attendance.
Ability to climb or descend stairs in an emergency.
Sedentary work capacity, including sitting most of the time and occasionally exerting up to 10 pounds of force.
Close visual acuity for computer use, reading, transcription, data preparation and analysis, and visual inspection.

Nice To Haves

Prior banking experience.
Knowledge of Jack Henry Systems.
Good understanding of banking regulations and compliance.
Previous call center experience.

Responsibilities

Uphold and promote the bank’s core beliefs, core values, and customer service standards, collectively known as “Our Compass.”
Support the community through department fundraising activities or volunteering at bank-sponsored events.
Provide exceptional customer service with enthusiasm, empathy, and compassion, ensuring interactions meet the bank’s standards.
Assist customers with questions about personal finances, bank products, product features and benefits, and routine matters while maintaining strict confidentiality of financial information.
Ensure written customer correspondence is grammatically accurate and uses professional language.
Perform routine account maintenance, including changing addresses and phone numbers, placing stop payments, transferring funds, and ordering checks.
Learn bank products and services to provide customer service, retain customers, and cross-sell products when appropriate.
Order new ATM/debit cards and issue replacement cards upon request.
Reset passwords and unlock online banking users.
Prepare and submit ACH and debit card disputes.
Follow policies and procedures, including correctly identifying customers, and comply with applicable laws and regulations such as the Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Control requirements.