Call Center Representative

Call Center Representative

Come join our Customer Experience team as a Call Center Representative! This is a Full-Time position that provides excellent customer service in person, over the phone, online, or through other delivery channels as they assist with customers' banking needs. Team members also provide exceptional customer service to FCBU employees and perform a variety of back-office functions. This position is located in-person at the FCBU Main Branch in Layton, Utah.

Duties and Responsibilities:

• Answer calls in the division Call Center environment in a timely and professional manner.
• Assist customers in person and on phone to provide back-office support for a variety of applications and services, including: Account Maintenance & Inquiries, Debit Card and Credit Card support, Wire Transfers, Stop Payments, Check Reorders, Research, and daily branch mail
• Responsible for being vigilant and watching for fraud that could adversely affect the bank and bank customers. Help with fraud prevention calls to customers as transactions are determined to be suspect.
• Respond to customer messages within the online banking application.
• Assist customers logging in to online banking and mobile app by unlocking/resetting passwords and helping with the multifactor authentication setup.
• Send out and log external transfer requests for approval from branches

Additional Responsibilities:

• Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers
• Represent FCBU in a professional manner which includes a professional image, confidentiality, a positive "can-do" attitude, punctuality, flexibility, and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy
• Responsible for timely completion of all required compliance and security training implemented by GBCI and FCBU
• 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
• Adhere and support the FCBU Values & Purpose
• Keeps management appropriately informed of area activities and of any significant problems
• Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect towards external customers as well as internal customers (all organization personnel)
• Professionally answer phones within a timely manner, greeting all customers, learning their names, discussing reasonable solutions by having a solid understanding of bank products and services, demonstrating leadership to resolve customer issues and provide relevant assistance while being courteous and respectful
• Attends and participates in weekly or bi-weekly One-on-Ones, as well as meeting and trainings as required Promote behaviors to support and track Key Performance Indicators
• Additional duties as requested or assigned

About You

Qualifications:

• One or more years in a customer service or call center related position is required
• A high school degree or GED is required
• Banking experience is preferred
• Spanish speaking is preferred

First Community Bank of Utah will conduct a credit and background screening as a part of the pre-hire process.

Schedule:

• Full Time: Monday - Friday, 8:00 am - 5:00 pm

Knowledge, Skill, Ability:

• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers can be of a sensitive and/or highly confidential nature and are a normal part of the day-to-day experience
• Proficient knowledge of computer applications, including Microsoft Outlook, Word, and Excel
• Customer satisfaction - Courtesy, tact and diplomacy are essential elements of job
• Communications can involve educating, motivating, influencing, and/or advising others on matters of significance
• Able to work under pressure, meet deadlines and work independently with little supervision
• Excellent communication and time management skills
• Well organized, with a strong attention to detail

Work Environment:

• In branch, desk job in a group environment.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.

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 8 hours per day. 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.

Specific vision abilities required by this job include: 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.

What We Offer

Compensation & Benefits: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at.0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details.

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please.