Lead Customer Service Rep

Glacier Bancorp, Inc.•Brewster, WA

1d•Onsite

About The Position

Wheatland Bank is seeking a Lead Customer Service Representative to support the Teller team and provide excellent service to bank customers at its Brewster Branch. The role helps ensure customer satisfaction, accurate transaction processing, protection of Bank assets, and achievement of branch goals. It provides operational support to the branch and its managers, handles customer-service functions, and helps staff maintain compliance with audit requirements and procedures. The position reports directly to the Branch/Service Manager.

Requirements

High school diploma or GED.
At least 1 year of related banking experience.
Skilled at making outbound calls.
Ability to resolve customer issues by providing solutions.
Ability to build strong relationships with co-workers, business partners, and management through collaboration.
Previous cash-handling experience.
General knowledge of financial institutions.
Typing, ten-key calculator, and computer competency.
Accurate, punctual, alert, dependable, and professional in appearance.
Ability to relate to others and communicate knowledge and information clearly and precisely.
Ability to work extended hours or travel off site when required or requested by management.
Regular, reliable, and timely attendance.
Ability to climb and descend stairs in an emergency.

Responsibilities

Provide operational support for the branch and the Branch Manager/Service Manager.
Perform customer-service functions, including opening new accounts, making department referrals, responding to customer inquiries, and resolving problems.
Stay current on changes to products and services.
Work with the Branch Manager to meet customer needs responsively and efficiently across departments.
Make daily overdraft decisions with approval from the Branch Manager or Service Manager.
Act as Manager on Duty when the Branch Manager or Service Manager is absent.
Work with the Branch Manager/Service Manager to develop CSR skills.
Communicate audit standards to staff, conduct continuous in-house audits, exercise procedural controls and security measures, and complete monthly audit certification.
Monitor changing trends and regulations that may affect the branch and act as required.
Attend Operations meetings as necessary.
Coordinate the branch's internal appearance with the Branch Manager/Service Manager.
Participate in professional bank organizations and civic groups to enhance the Bank's visibility and support personal development.
Communicate positively and effectively with bank personnel and maintain a team-oriented approach.
Supervise day-to-day operations staff.
Establish priorities among pending projects to maintain efficient branch operations.
Other duties as assigned.