New Accounts Receptionist

Glacier Bancorp, Inc.•Hamilton, MT

9h•Onsite

About The Position

Position serves as primary receptionist for branch. Greets, directs, and responds to customers in person and on the phone. Provides back-up for additional duties for new accounts personnel and may be assigned to handle customer access to Safe Deposit Boxes. Position complies with all banking laws and regulations. Perform daily tasks such as responding to customer account balance inquiries, reconciling customer statements, processing debit card requests, processing debit card and ACH disputes, inputting check orders, completing customer research requests, balancing debit card inventory, assisting customers with online banking issues, and inputting new/updated information. Provides notary services as needed. May provide back-up to New Accounts. Depending on location, may distribute customers’ endorsement stamp orders to branches. Maintain knowledge of all bank products and services. Answer questions and sell the bank’s financial services and cross-sell products within the policies, objectives, and guidelines established by the bank. Promote the High-Performance Growth (HPG) program by discussing program with customers, and actively participating in Big Day and other HPG activities within the branch. Depending on location, may serve as safe deposit custodian and ensure adherence to established policies and procedures regarding access. Safe deposit entrance cards are completed accurately, and customer signatures are verified. Identification is requested when appropriate. Safe deposit entrance cards, contracts, and history cards are maintained in an orderly and efficient manner, and guard keys are kept in a secure location with limited access to bank personnel only. Receive, sort, and route incoming mail. Collect and deposit outgoing mail to appropriate location. Create and/or distribute memos, correspondence, and other documents when necessary or requested. May open/close doors at branch opening/closing times. Maintain neatness of customer reception area before lobby opens and throughout the day. Depending on branch location, order office supplies weekly for the branch. Opportunity to demonstrate proficiencies to progress to New Accounts Receptionist II as described in First Security Bank New Accounts Receptionist II Progression Plan. ESSENTIAL FUNCTIONS: 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. Maintain strict confidentiality of customer’s personal and financial information. Develop and improve skills through training programs and regular feedback discussions with supervisors which help further professional development. Participate in all training sessions and complete all assigned OnCourse compliance courses and achieve a passing score by due date. Adhere to First Security Bank’s core values; represent the bank in a professional manner which includes a professional image, confidentiality, positive ‘can-do’ attitude, good attendance, punctuality, flexibility, and adaptability in meeting internal and external customer needs. Display excellent customer service with both internal and external clients. Embody First Security Bank’s “Welcome” tenets: Warm – Demonstrate warmth; be genuine and approachable, Engage – Engage with teammates and customers; be present in every interaction, Listen – Actively listen to employees and clients, Connect – Build relationships, connect with the community and teams, Opportunity – Seek out opportunities to serve others, Modify – Modify your approach to meet employees and clients where they are; style-flex and adapt as appropriate, Experience – Create a true experience for the client by providing exceptional customer service on their financial journey Must be capable of regular, reliable, and timely attendance to accomplish essential job functions including in-person contact with internal and external customers. Position performs other duties as needed/assigned.

Requirements

A high school degree or GED is required.
Six months to one year of similar or related experience to include customer service experience.
Working knowledge of standard office equipment.
Basic computer skills with working knowledge or ability to learn various office software.
Working knowledge of banking products and services; general office practices and procedures.
Operation of 10-key and proficient keyboarding skills.
Skills in areas related to operation of multi-line phone systems with appropriate and effective phone etiquette.
Communicate Effectively: both verbally and in writing with others in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques.
Demonstrate soft phone skills by treating all internal and external customers in a polite and courteous manner.
Customer Service: Support our values and visions of Integrity, Service and Success.
Teamwork: Demonstrate ability to work independently and as part of a team.
Professionalism: Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner; maintain credibility with others.
Ethical Behavior: Model high standard of honesty, integrity, trust, and openness.
Confidentiality: Maintain strict confidentiality regarding any information obtained during performing job duties; adhere to Bank policies and procedures regarding confidentiality.
Quality Management: Adhere to guidelines, protocol, policies, and procedures and supervisory directives; improve and promote work quality; demonstrate accuracy, thoroughness, and attention to detail; strive to achieve good results.
Adaptability: Adapt positively to change; manage competing demands and effectively handle changes, delays and/or unexpected events with a positive attitude.
Planning and Organization: Prioritize, organize, and plan work; use time efficiently; and achieve results within time frames.
Judgment/Problem Solving: Display ability and willingness to make sound decisions; identify and resolve problems in a timely and positive manner; exhibit sound judgment; appropriately handles both routine and non-routine situations.
Individual Responsibility and Accountability: Accept responsibility for own work performance; accept responsibility for own actions and outcomes and does not blame others.
Must be capable of regular, reliable and timely attendance.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimines, 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.

Nice To Haves

Opportunity to demonstrate proficiencies to progress to New Accounts Receptionist II as described in First Security Bank New Accounts Receptionist II Progression Plan.
May provide back-up to New Accounts.
Depending on location, may distribute customers’ endorsement stamp orders to branches.
Depending on location, may serve as safe deposit custodian and ensure adherence to established policies and procedures regarding access.
Depending on branch location, order office supplies weekly for the branch.

Responsibilities

Answer incoming telephone calls, determine purpose of calls, and directly help customers with transfers and account information when possible, or forward calls to appropriate personnel or department as necessary.
Take and deliver messages or transfer calls to voice mail when appropriate personnel are unavailable.
Greet customers in a timely and courteous manner, determine nature of business, and direct customers to appropriate personnel.
Perform daily tasks such as responding to customer account balance inquiries, reconciling customer statements, processing debit card requests, processing debit card and ACH disputes, inputting check orders, completing customer research requests, balancing debit card inventory, assisting customers with online banking issues, and inputting new/updated information.
Provide notary services as needed.
May provide back-up to New Accounts.
Depending on location, may distribute customers’ endorsement stamp orders to branches.
Maintain knowledge of all bank products and services.
Answer questions and sell the bank’s financial services and cross-sell products within the policies, objectives, and guidelines established by the bank.
Promote the High-Performance Growth (HPG) program by discussing program with customers, and actively participating in Big Day and other HPG activities within the branch.
Depending on location, may serve as safe deposit custodian and ensure adherence to established policies and procedures regarding access.
Receive, sort, and route incoming mail.
Collect and deposit outgoing mail to appropriate location.
Create and/or distribute memos, correspondence, and other documents when necessary or requested.
May open/close doors at branch opening/closing times.
Maintain neatness of customer reception area before lobby opens and throughout the day.
Depending on branch location, order office supplies weekly for the branch.
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.
Maintain strict confidentiality of customer’s personal and financial information.
Develop and improve skills through training programs and regular feedback discussions with supervisors which help further professional development.
Participate in all training sessions and complete all assigned OnCourse compliance courses and achieve a passing score by due date.
Adhere to First Security Bank’s core values; represent the bank in a professional manner which includes a professional image, confidentiality, positive ‘can-do’ attitude, good attendance, punctuality, flexibility, and adaptability in meeting internal and external customer needs.
Display excellent customer service with both internal and external clients.
Must be capable of regular, reliable, and timely attendance to accomplish essential job functions including in-person contact with internal and external customers.
Perform other duties as needed/assigned.