Customer Support Specialist

Glacier Bancorp, Inc. • Belgrade, MT

11h

About The Position

The Customer Support Representative will be responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service. Employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner, and conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank.
DUTIES AND RESPONSIBILITIES:
Have extensive contact with customers, the general public and bank staff and will interact in a professional and courteous manner, and conduct him/herself in such relationships in a manner that will enhance overall efficiency and image of the bank.
Answer incoming telephone inquires, determine the needs of the caller, and minimize the caller’s time and effort in resolving their concern, with prompt and extraordinary service.
Correctly and efficiently transfer calls to outside offices and staff members.
Process telephone transfer requests, check orders, stop payments, debit card maintenance
Provide customer service on ACH and ATM inquiries and disputes, online banking inquires and resets, loan payments.
Provide statement printouts and check copy requests
Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, online banking products, debit cards; and lending products such as consumer loans and HELOCs.
Refer services and products to include sweeps, AFTs, telephone banking, online banking products, ODP’s. Promote Tell-A-Friend.
Proper usage of Jack Henry as well as other supported systems i.e. PassPort, Netteller, 4Sight, Synergy, PowerLink, FI Management, RSA.
Provide viable options to meet customer needs, while conforming to Bank regulations and policies and following the Service Pledge.
Basic knowledge of compliance and regulatory issues. 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.
Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.
Other miscellaneous duties as assigned
Regular and predictable attendance to accomplish job duties to provide in-person contact.

Requirements

• Previous bank experience preferred
• High School Diploma or equivalent GED
• Excellent customer service skills
• Must have the ability to work quickly and accurately in a professional manner
• Provides leadership by setting the example for his/her coworkers to follow
• Knowledge of bank services and products
• Familiar with 10 key, phone system and computer keyboard
• Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level.
• While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.
• Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

Nice To Haves

• Previous bank experience preferred

Responsibilities

• Have extensive contact with customers, the general public and bank staff and will interact in a professional and courteous manner, and conduct him/herself in such relationships in a manner that will enhance overall efficiency and image of the bank.
• Answer incoming telephone inquires, determine the needs of the caller, and minimize the caller’s time and effort in resolving their concern, with prompt and extraordinary service.
• Correctly and efficiently transfer calls to outside offices and staff members.
• Process telephone transfer requests, check orders, stop payments, debit card maintenance
• Provide customer service on ACH and ATM inquiries and disputes, online banking inquires and resets, loan payments.
• Provide statement printouts and check copy requests
• Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, online banking products, debit cards; and lending products such as consumer loans and HELOCs.
• Refer services and products to include sweeps, AFTs, telephone banking, online banking products, ODP’s. Promote Tell-A-Friend.
• Proper usage of Jack Henry as well as other supported systems i.e. PassPort, Netteller, 4Sight, Synergy, PowerLink, FI Management, RSA.
• Provide viable options to meet customer needs, while conforming to Bank regulations and policies and following the Service Pledge.
• Basic knowledge of compliance and regulatory issues. 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.
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must complete the assigned online training courses and achieve a passing score by due date.
• Other miscellaneous duties as assigned
• Regular and predictable attendance to accomplish job duties to provide in-person contact.

Benefits

• We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED