Customer Service Manager

About The Role Mountain West Bank is seeking a Customer Service Manager at its Fairview Branch in Boise. The role supports the bank’s mission to deliver exceptional customer experiences and offers comprehensive training, competitive benefits and growth opportunities. The position requires a candidate with at least three years of customer‑service experience, a customer‑first mindset, strong communication skills, and prior supervisory experience. Candidates must demonstrate impeccable customer‑service skills, superior manners, and dependable attendance. This full‑time, salaried role reports to the Branch Manager. It offers career progression to positions such as Branch Manager or Area Manager. Duties and Responsibilities Maintain a professional, courteous atmosphere for all operational staff and ensure top‑quality customer service at all times. Supervise, train, and evaluate teller staff; assign duties; provide remedial training when needed; solve personnel and operational problems; recommend promotions, salary adjustments, and disciplinary actions to the Branch Manager. Answer customer inquiries and resolve operational and depository matters; guide customers with account needs; assess service needs and refer to appropriate personnel for follow‑up or sale closure. Oversee courier processes, prepare bags, and ensure all documentation is filed and retained. Maintain proper records and safeguard procedures in accordance with Bank policy. Prepare and submit branch certifications and monthly operational reports; maintain proof of accounting records, teller balancing records, and discrepancy reports. Conduct internal audit functions; report potential losses, fraud, kiting, or embezzlement in a timely manner. Assist tellers with daily duties, including training, authorizing transactions exceeding assigned limits, signing cashier’s checks, waiving service charges, verifying vault cash, and approving temporary cash retention. Ensure staff understand the High‑Performance Growth program, referral process, and Tell‑a‑Friend program; coach staff on HPG skills and the 8‑step process to drive continuous improvement. Comply with all applicable laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Control. Qualifications High school diploma or equivalent. Three years of retail banking experience. Prior supervisory experience or documented supervisory training. Knowledge of banking compliance, policies, and procedures. Excellent customer service, communication, and interpersonal skills. Strong math and computer skills. Preferred Knowledge, Skill, Ability Prior financial and cash handling experience. Experience with Jack Henry core processing software. Knowledge of MWB products and services. Work Environment The role is performed indoors in a climate‑controlled shared space with moderate noise levels. Physical Demands Work requires sitting for extended periods, repetitive hand motions, and frequent speaking or hearing. Occasional standing, walking, and lifting of up to 10 pounds are required; some tasks may involve routine use of office equipment and extended hours or off‑site travel. Compensation & Benefits Starting salary is dependent on experience and may vary by location. The bank offers an extensive benefits package including medical, dental, vision, life insurance, an employee assistance program, a health savings account, retirement savings plans (401(k) and profit‑sharing), short‑term and long‑term disability, education and training benefits, and paid time off. PTO accruals begin at .0745 per hour worked for part‑time employees up to a maximum of 240 hours per year for certain full‑time roles. Full‑time employees receive six paid holidays; part‑time employees receive prorated holidays. State‑selected holidays may apply to Utah and Nevada employees. EEO Statement 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 U.S. No recruiters or unsolicited agency referrals please. #J-18808-Ljbffr