Customer Support Specialist

Glacier Bancorp, Inc. • Polson, MT

9d • Onsite

About The Position

The Customer Support Specialist / Call Center Representative serves Glacier Bank customers by handling incoming calls, answering questions, and resolving account issues with extraordinary customer service. The role involves extensive interaction with customers, vendors, the general public, and bank staff, requiring professional and courteous conduct that supports the bank’s efficiency and image.

The position processes call transfers and service requests, assists with deposit and lending product inquiries, provides support for online banking, ACH, ATM, and card-related matters, and follows applicable bank policies and regulatory requirements. The employee also participates in training, staff meetings, community service and bank-sponsored activities, and maintains customer privacy and a professional work area.

This position is based in Polson, Montana. Work is routinely performed indoors in a climate-controlled shared work area with moderate noise. Occasional travel of fewer than 10 days per year may be required. The role involves extended computer use and may require extended hours or off-site travel when requested by management.

Requirements

• High degree of attention to detail and strong organizational skills in a fast-paced environment.
• Ability to prioritize and organize a heavy workload and demonstrate effective time management.
• Ability to act professionally and consistently demonstrate courtesy, customer service, and tact in a fast-paced, deadline-oriented environment.
• Ability to work quickly and accurately under pressure, meet competing deadlines, and make decisions based on regulations, company policies, knowledge, and experience.
• Ability to work independently and as part of a team.
• Ability to understand and follow complex written and oral instructions.
• Effective verbal and written communication skills.
• Basic computer skills, including working knowledge of word processing, spreadsheets, ten-key, and general computer applications.
• Working knowledge of standard office equipment.
• High school diploma or equivalent.
• Basic knowledge of compliance and regulatory issues, including certain Regulation E and Regulation CC requirements.
• Ability to routinely work indoors in a climate-controlled shared work area with moderate noise.
• Ability to travel occasionally, less than 10 days per year, using an automobile, commercial airlines, rental vehicles, or public transportation and to lodge in public facilities.
• Ability to perform the stated physical demands, including frequent sitting and repetitive hand use; occasional standing, walking, lifting, or reaching; and, as needed, climbing, balancing, stooping, kneeling, crouching, crawling, pushing, and pulling.
• Ability to operate 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 and to work extended hours or travel off site when required or requested.
• Ability to climb or descend stairs in an emergency.
• Ability to perform sedentary work, including occasionally exerting up to 10 pounds of force and frequently or constantly exerting negligible force.
• Close visual acuity for preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading, visual inspection, and using measurement devices close to the eyes.
• Must be legally authorized to work in the United States; the company does not sponsor work visas.

Nice To Haves

• Customer service and sales experience.
• A moderate level of banking knowledge.

Responsibilities

• Answer incoming telephone inquiries for Glacier Bank and provide prompt, extraordinary service.
• Transfer calls correctly and efficiently to outside offices and staff members.
• Process telephone transfer requests, check orders, stop payments, and Visa Check Card orders and reorders.
• Provide customer service for ACH and ATM inquiries and disputes, online banking inquiries, and resets.
• Provide statement printouts and check copies upon request.
• Identify viable solutions that meet customer needs while complying with bank regulations and policies.
• Refer customers to services and products, including Xpress phone, online banking, e-statements, and ODPs.
• Use the Jack Henry System and other supporting systems properly.
• Maintain basic knowledge of bank products and promote Tell-A-Friend.
• Meet departmental production standards for the average number of calls processed daily.
• Provide consistent service to internal and external customers, listen to customers, and ask about their needs.
• Participate in required training, staff meetings, lobby displays, community service, and bank-sponsored activities.
• Complete required bank training courses and assigned online compliance courses by their deadlines and achieve passing scores.
• Comply with company policies, procedures, applicable laws, and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Control requirements.
• Represent Glacier Bank professionally, maintain confidentiality and a positive, adaptable attitude, and keep the work area tidy while protecting customer privacy.
• Maintain regular, reliable, and timely attendance and perform additional duties as requested or assigned.

Benefits

• Medical, dental, vision, and life insurance for employees and eligible dependents.
• Health savings account option.
• Employee Assistance Program.
• 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.
• Paid Time Off plan.
• Paid holidays.
• Potential job progressions, incentive pay, Saturday pay, PTO pay, merit increases, and annual bonuses.

What This Job Offers

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