Customer Support quality Assurance Specialist

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

1d•Onsite

About The Position

At Mountain West Bank, employees love where they work, describing the culture as one that promotes fun and a family-like atmosphere. The bank emphasizes employee recognition, appreciation, and investment through generous 401(k) contributions and robust training programs. They also encourage and pay employees for community volunteering. Mountain West Bank operates exclusively in Idaho, serving multiple cities, and is one of 17 division banks under Glacier Bancorp, Inc., a community banking organization with assets over $29 billion across eight western states. Glacier Bancorp has been recognized by Forbes as one of America’s Best Banks and Employers. The Customer Support Quality Assurance Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions within the customer support department. This includes ensuring agents adhere to customer service standards and company policies, reviewing calls, providing feedback, identifying training needs, and collaborating on process improvements. Regular attendance is essential. This is a full-time, 40-hour-a-week hourly position, with pay dependent on experience, and may be based in Coeur Alene, ID or Meridian, ID.

Requirements

High school diploma or equivalent.
Three years’ experience in customer support and/or quality assurance.
Prior experience in banking or financial services environment.
Ability to provide constructive feedback and foster a positive coaching environment.
Strong understanding of customer service principles and quality assurance methodologies.
Embodiment of a customer-first mindset with genuine enthusiasm for assisting customers.
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.
Experience in training and development.

Responsibilities

Upholds and actively promotes the bank’s core beliefs, core values, and customer service standards, collectively known as “Our Compass.”
Supports our community through department fundraising activities or volunteering during bank sponsored events.
Collaborate with training teams to develop targeted training programs and materials.
Conduct training for new hires and existing employees in the department.
Develop and maintain quality assurance scorecards, guidelines, and assessment criteria.
Monitor and evaluate inbound and outbound customer interactions to ensure quality assurance standards are met.
Provide constructive feedback to customer support agents and their supervisors to support their performance and development.
Work closely with customer support supervisors and teams to enhance overall service quality and customer experience.
Serves as a back up to the Customer Support team in the queue and assisting with Banno.
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.

Benefits

Extensive benefits package that includes medical, dental, vision, and life insurance.
Coverage available to employees and their eligible dependents.
Health savings account option.
Employee Assistance Program (EAP).
Health rewards program.
Retirement savings plan, including 401(k) and Profit-Sharing plans.
Short and long-term disability benefits.
Education and training benefits.
Discounts on banking products and services.
Generous Paid Time Off (PTO) plan.
Paid holidays.
Pro-rated paid holidays for Part Time employees.
Pay for certain state recognized holidays (Utah and Nevada employees).