New Accounts Representative

Glacier Bancorp, Inc.•Laurel, MT

About The Position

The New Account Representative (Customer Service Specialist III) at Western Security Bank is responsible for opening and managing new customer accounts, providing excellent customer service, and performing routine banking transactions. Key duties include assisting customers with account openings (checking, savings, CDs, IRAs, and e-banking), processing deposits, cashing checks, and promoting bank products and services. The role requires maintaining compliance with banking regulations, ensuring accuracy in all transactions, and maintaining customer confidentiality. Excellent communication and customer service skills are essential, along with attention to detail and the ability to work independently or as part of a team.

Requirements

High school diploma or equivalent (GED) required.
6 months of banking experience required.
Working knowledge of Jack Henry Experience.
Basic knowledge of electronic banking products and/or non-electronic banking products with the ability to recommend appropriate products for internal and external customers.
Excellent interpersonal communication skills including customer service orientation and strong listening skills.
Strong written and verbal communication.
Strong analytical and attention to detail skills.
Ability to work well under pressure with a high degree of attention to detail.
Ability to prioritize and organize heavy workload(s) and demonstrate effective time management skills.
Must have the ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced/deadline-oriented environment.
Ability to work quickly and accurately; perform under pressure; meeting multiple and sometimes competing deadlines and make decisions based on regulation(s), company policy(s), knowledge, and experience.
Mathematics and reasoning skills are constantly used and required on the job.
Memory and estimating are frequently use and required on the job.
Problem solving and exercising judgement are frequently used and required on the job.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
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 computer and over the phone for an average of 6-8 hours per day, when necessary.
Must be capable of regular, reliable and timely attendance.
While performing the duties of this job, the employee constantly works with time constraints and maintains attentiveness, duration and intensity.
The employee frequently has routine workflow.
The employee frequently exercises flexibility (the ability to shift from one task to another).
Guidance, reinforcement, and co-worker support are available frequently.
The employee is frequently involved in social interaction which requires frequent oral and written communications.

Nice To Haves

Previous New Accounts experience preferred.
CSSI and CSSII experience preferred.

Responsibilities

Assist with wide variety of customer services including opening and maintaining deposit and savings accounts, safe deposit boxes, and e-banking products. Prepare associated documentation and scan for record retention purposes.
Assist customers with opening CDs/IRAs and educate customers as to penalties, earnings, etc.
Use every customer contact as an opportunity to advise customer about additional services or programs that might benefit them.
Maintain proficient knowledge of deposit and consumer loan products and services to effectively present the appropriate solutions to the customer.
Perform transactions for bank customers, including but not limited to: receive deposits, accept checks for cashing, accept loan payments, accept wire transfer requests, fill business change orders, issue cashier’s checks, redeem savings bonds, sell travel cards, process credit card advance requests, process telephone transfers, process and record night deposit transactions, process check orders, issue debit cards.
Possess a basic knowledge of bank products such as checking, savings, and money market accounts, CDs, and e-banking services.
Promote High Performance Checking "Refer-A-Friend Program" as well as helping with branch displays and Big Day promotions.
Effectively sell and cross sell the services and accounts by the bank to best fit customers needs.
Assist customers in reconciling accounts, closing accounts, and change of addresses as well as providing statement printouts and check copy requests.
Answer incoming calls, direct calls, and take messages.
Take responsibility for remaining compliant with all applicable banking laws and regulations as well as following company policies and procedures, management directives, security and operational procedures.
Accountable for maintaining accuracy and attention to detail in all aspects of the job.
Responsible for keeping all information related to customers, co-workers and the bank private and confidential. Assure that any private information is accessed only as it pertains to the performance of your position, being aware of others who can hear your conversations or view private information.
Proactively protect WSB and its customers from counterfeit and fraudulent activity by staying current on fraud warnings and initiating discussion with customers regarding specific transactions to prevent potential loss to customers and Western Security Bank.
Complete all required annual compliance training and continuing education to stay current with bank policy, regulations and licensing requirements.
Responsible to stay aware of and adhere to the banks security policy. Notify management of any situation that may cause a security risk.
Adhere to Western Security Bank Company Mission, Vision, and Service Principles.
Provide superior internal and external customer service: must demonstrate self-governance, courtesy, and respect toward external customers as well as internal customers.
Is knowledgeable on our banking products and services.
Can communicate requests and product information in a manner that is understood by the customer.
Demonstrate a “customers come first” approach when prioritizing tasks.
Maintains a professional, courteous, service-oriented relationship with all internal and external customers.
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.
Complete required bank and OnCourse training courses within assigned time frame(s).
Represent Western Security Bank in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.
Keep work area tidy and maintain customer privacy.
Attends and participates in meetings as required.
Additional duties as requested or assigned.