Customer Service Support Specialist

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

21h•Onsite

About The Position

Mountain West Bank is seeking a Customer Support Specialist. The Customer Support Specialist provides best in class customer service to our customers, branches, and departments while consistently following the bank’s customer service standards. Provides technical expertise and support regarding online/mobile banking products. Listens with intent to understand the customer’s needs and ensure their expectations have been met with every interaction. Embodies a customer-first mindset. Regular and predictable attendance is an essential function of this job. This is a full-time, 37 hour a week position located in beautiful Coeur Alene, ID. Must be available between the hours of 8:00 AM and 6:00 PM Monday through Friday and from 8:00 AM to 3:00 PM on Saturdays. The position is hourly and the rate of pay depends on experience.

Requirements

High school diploma or equivalent.
Two years’ experience in a call center or customer service environment.
Minimum 6 months previous banking experience
Embodies a customer-first mindset with genuine enthusiasm for assisting customers.
Demonstrates clear communication and top-notch customer service skills via phone, email, and chat.
Ability to maintain a heavy volume of correspondence.
Excellent written and grammatical skills.
Impeccable manners.
Ability to maintain strict confidentiality.
Strong organizational skills.

Nice To Haves

Knowledge of Jack Henry Systems.
Good understanding of banking regulations and compliance.
TechXpert Certification.

Responsibilities

Upholds and actively promotes the bank’s core beliefs, core values, and customer service standards, collectively known as “Our Compass.”
Provides exceptional customer service while displaying genuine enthusiasm, empathy, and compassion. Ensures each and every customer interaction adheres to our customer service standards.
Assists our customers with questions regarding their personal finances, products offered, product features and benefits, routine questions, etc. while maintaining strict confidentiality of customer financial information.
Responsible for ensuring all written customer correspondence is grammatically accurate using professional language.
Provide technical support for more complex products, such as, but not limited to online banking, Zelle, bill-pay, and Quicken/QuickBooks.
Provide general support of treasury management products, referring to an expert when needed.
Perform routine account maintenance such as address and phone number changes, place stop payments, funds transfers, and order checks.
Orders new ATM/Debit cards and reissues replacement cards upon request.
Resets passwords and unlocks online banking users.
Prepares and submits ACH and Debit Card disputes.
Becomes educated with all bank products and services in order to provide excellent customer service, retain customers, and cross-sell products as appropriate.
Ensures compliance with all policies and procedures, including properly identifying customers.
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.