Customer Service Support Specialist

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

8h•Hybrid

About The Position

At Mountain West Bank, our employees love where they work! Our employees describe our culture as one that promotes having fun at work and being one big happy family. We take every opportunity we can to recognize and appreciate our employees, not only on designated days, but all throughout the year. We love investing in our employees whether it be in the form of our generous 401(k) contributions or our robust training programs. We also love volunteering in our communities and love delivering the unexpected not only to each other but to our customers and the community. Love Where You Live! We love where we live, and we try to make our communities a little better, both individually and as a team. We strongly encourage all our employees to give back to the community in which they live and we even pay them to do so. Do you have a desire to make your city a better place to live? We just might be able to help you do it. A Strong Foundation Mountain West Bank operates exclusively in the state of Idaho serving Bonners Ferry, Ponderay, Sandpoint, Coeur d’Alene, Post Falls, Hayden, Boise, Meridian, Eagle, Nampa, Hailey and Ketchum. We are one of 17 division banks under the Glacier Bancorp umbrella. Glacier Bancorp, Inc. is a community banking organization with assets greater than $29 billion, operating in banking offices across eight western states: Montana, Idaho, Utah, Washington, Wyoming, Colorado, Arizona, Nevada, and Texas. Since 2015 we have been recognized as one of America’s Best Banks, America’s Best-In-State-Companies (top holding company), one of America’s Best Employers By State, one of America’s Most Trusted Companies and one of the World’s Best Banks, according to Forbes Best Banks lists. Ready to LOVE WHERE YOU WORK? Mountain West Bank is hiring for a Customer Support Specialist in beautiful Coeur d’Alene OR Meridian Idaho. This position is perfect for individuals who love helping customers, solving problems, and working in an office environment with a fabulous team. As a Customer Support Specialist, you will support Mountain West Bank’s mission to deliver exceptional customer experiences by answering customer questions regarding their personal finances, educating customers on bank products and provide account maintenance via the telephone, email, and chat. 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 one year 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 excellent written and grammatical skills. The Customer Support Specialist role offers skills in retail banking and customer service. Career growth includes roles such as Customer Support Specialist level 2, Customer Support Team Lead, Customer Support Supervisor, Customer Support Manager and many more! Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. Perform routine account maintenance such as address and phone number changes, place stop payments, funds transfers, and order checks. Becomes educated with all bank products and services in order to provide excellent customer service, retain customers, and cross-sell products as appropriate. 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. 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.

Requirements

High school diploma or equivalent.
Minimum one year customer service 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

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

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.
Perform routine account maintenance such as address and phone number changes, place stop payments, funds transfers, and order orders.
Becomes educated with all bank products and services in order to provide excellent customer service, retain customers, and cross-sell products as appropriate.
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.
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.