Operations Support Specialist

Glacier Bancorp, Inc.•Missoula, MT

8h•Onsite

About The Position

Position provides assistance to branch staff and others as requested or needed. Interact with customers, vendors, the public, and bank staff in a professional and courteous manner. Conduct themselves in a manner that will enhance the overall efficiency and image of the bank.

Requirements

A high school degree or GED is required.
Six months to one year of banking experience.
Working knowledge of standard office equipment. Basic computer skills with working knowledge or ability to learn various office software.
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 customers in a polite and courteous manner.
Customer Service: we are community inspired and pride ourselves on offering exceptional service to both our internal and external customers. We expect you, as an employee, to support our values and visions of Integrity, Service and Success.
Teamwork: demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.
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. Understand and follow through with appropriate standards of conduct and moral judgement; willing to act outside the norm when needed to adhere to ethical principles. Communicate and demonstrate actions in a consistent manner. Respect others, regardless of individual capabilities, agendas, opinions or needs.
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. Complete work in a timely, accurate manner and be conscientious about assignments and deadlines.
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. Demonstrate willingness to take initiative in performing job duties, resolving issues, and making suggestions for improvement. Conduct follow-through and meets commitments and agreements in a timely manner; relied upon by others as a source of valid information.
Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
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 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 situation.
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

Responsibilities

Perform daily, monthly, quarterly, and year-end duties related to User transactional audits, IOLTA reporting, escheatment, POD support, deceased processing, return mail, stops, AFTs, sweep, e-statements, fraud, deposit corrections, IRA transaction verification, HSA transaction verification, safe deposit box review, dormant accounts, deleted transaction, and tax corrections.
Review and ensure clean-up is completed for all operational reports to include data integrity for CIF/DDA/CD, debit card reports, IRA, CD, stop/hold report review, NSF report, Reg D monitoring, and Canadian check, etc.
Provide operations support to branches and other departments including cash handling, proof, cash recyclers, Vertex issues, wires, disputes, account changes, supplies, data integrity, file maintenance, account maintenance and transactional documentation review, non-post items, ACH research, stops/holds, New Account QC support and Document review etc. Reset passwords for GlobalPay Foreign wire, and applicable bank systems.
Provide support for quarterly branch supply process. Hold quarterly meetings with branch supply point person, gather branch orders, determine efficiencies, and empower the branch as it makes sense.
Provide first line commercial electronic payments support for operational onboarding, and customer support questions including but not limited to wires, ACH, RDC, and business bill pay. Encourage customers to use all available self-service tools.
Maintain user access for Fedline, Silverlake, synergy, and all other bank software, etc.
Ensure that proper records are maintained, and that safeguards and systems are in place for retention and storage as necessary. Responsible for adhering to SOX policy and procedures to ensure regulatory compliance.
Assist Operations Manager and Team Leads with tier I customer annual reviews including ACH and cash management risk. Verify the ACH limit in the file to ensure it agrees to the computer and retrieve appropriate authorization levels for each review. Assist department with onboarding of tier I customer setups.
Remain informed of all bank products and services. Ability to identify sales opportunities and refer business to the appropriate person for follow up and close of sale. Utilize knowledge of products and services to answer customer inquiries and ask questions that may open opportunities for sales. Train customers on all e-banking and treasury management products.
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 training 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.