Digital Support Specialist

Glacier Bancorp, Inc.•Yuma, AZ

9d•Onsite

About The Position

This position is responsible for servicing incoming online banking messages, website contact, after hour messages, and all other digital inquiries through extraordinary customer service. This role involves extensive contact with customers, vendors, general public, and bank staff, interacting in a professional and courteous manner and conducting themselves in such relationships in a manner that will enhance the overall efficiency and image of Foothills Bank.

Requirements

High school degree or GED required
Customer service and online banking experience preferred
Moderate level of knowledge in banking
High degree of attention to detail as well as excellent organizational skill(s) to perform in a fast-paced environment.
Must have ability to prioritize and organize heavy workload(s) and demonstrate effective time management skill(s).
Must have the ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced/deadlines-oriented environment.
Ability to work quickly and accurately: perform effectively under pressure; meeting multiple and sometimes competing deadlines and make decisions based on regulation(s), company policy(s), knowledge and experience.
Ability to work both independently and in a team environment.
Ability to understand and follow complex written and oral instructions.
Ability to communicate effectively verbally and in writing.
Basic computer skills with working knowledge of word processing, spreadsheets, ten-key, and general computer applications.
Working knowledge of standard office equipment.
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 a 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.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising the highest level of discretion on both internal and external confidential matters.

Nice To Haves

Customer service and online banking experience preferred
Moderate level of knowledge in banking

Responsibilities

Provides staff with additional assistance regarding complex research into digital banking systems and product issues that arise. This can include opening Support cases as needed.
Answer incoming online banking messages, website content, after-hours messages and all other digital inquires for Foothills Bank, providing prompt and extraordinary service.
Average number of messages processed daily meets productions and timeliness standards in line with departmental metrics.
Initiates, develops, recommends and administers department policies, practices and procedures.
Be a resource for other less experienced staff, in particular tech experts.
Handles customer inquiries/complaints of a more complex nature
Mid-level to in-depth knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, on-line banking, VISA check cards; and lending products such as consumer, HELOC and mortgage products. Promotes Tell-A-Friend.
Proper usage of Jack Henry System (and other supporting systems) – thorough knowledge to navigate system to help our customers
Extensive knowledge of compliance and regulatory issues – i.e. certain regs (E, CC)
Service Quality – embrace service pledge and provide extraordinary and consistent service to all internal and external customers. Listen to and ask about customer needs.
Participate in required training, staff meetings, and lobby displays.
Participate in Community Service and Bank-sponsored activities that serve and support the mission and values of Foothills Bank.
Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
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.
Represent Foothills Bank in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, flexibility and adaptability in meeting bank and customer needs.
Keep work area tidy and maintain customer privacy.
Consistently maintains regular and reliable attendance.
Additional duties as requested or assigned.