Customer Support Team Lead

Glacier Bancorp, Inc.•Meridian, ID

3d•Onsite

About The Position

Mountain West Bank is seeking a Customer Service Support Lead. The Customer Service Support Lead is responsible for ensuring that customers receive consistently best-in-class customer service in all aspects of their financial services. Cooperates with branches, departments, and divisions of the bank to ensure friendly, courteous, and professional customer service. Provides limited supervisory support by stepping in for the Assistant Manager as needed. This is a full-time, 37 hour a week, position located in Meridian, 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. Regular and predictable attendance is an essential function of this position. The position is hourly and the rate of pay depends on experience. Promotion opportunities include Assistant Manager and Department Manager.

Requirements

High school diploma or equivalent.
Minimum two years banking experience in a call center or customer service environment.
Demonstrated ability to lead teams in a fast-paced, customer-focused environment.
Demonstrates clear communication and top-notch customer service skills via phone, email, and chat.
Embodies a customer-first mindset with genuine enthusiasm for assisting customers.
Good knowledge of MS Word and Excel.
Ability to maintain strict confidentiality.
Ability to multi-task and handle complex tasks efficiently. Strong organizational skills.

Nice To Haves

Previous lead or supervisor experience.
Knowledge of Mountain West Bank’s products, services, and procedures.
Knowledge of the bank’s Jack Henry processing system.
Knowledge of banking compliance and regulations.

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. Ensure each and every customer interaction adheres to our customer service standards.
Assist Customer Support Specialists in the performance of their duties and responsibilities. Approve limit increases and waive service charges and fees when appropriate and within specified authority.
Handle escalated customer issues, ensuring timely and effective resolution.
Collaborate with Quality Assurance and department leadership regarding support metrics and assist implementing improvements.
Under minimal supervision, assist our customers with questions regarding their personal finances, products offered, product features and benefits, routine questions, etc., as well as respond to inquiries of increasing complexity.
Keep up to date on all bank products and services to retain customers, or spot sales opportunities and refer business.
Ensures compliance with all policies and procedures, including properly identifying customers.
Be a department resource for all eBanking and consumer loan products.
Provides branch and/or customer support for more complex products, such as treasury management, online banking and bill pay.
Maintain strict confidentiality of customer financial information.
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.