Call Center Representative

Call Center Representative

We believe "nice does matter," and our staff and leadership stands behind those words. Valley Bank employees enjoy continuing professional development, so if you're looking for more than just a job, begin your career with us today!

At Valley Bank we are focused on your carrier path from day one. You will have access to our Training Department both in the classroom, online and on the job to confidently build your career/knowledge within the bank.

Advance Your Career: Start as a Call Center Representative and grow with us! We offer a defined path for advancement to Call Center Representative II and Call Center Representative III roles, each coming with increased responsibilities and pay to reward your developing expertise.

The Call Center Representative acts as a primary contact for receiving incoming calls, you are responsible for providing direct support services to customers or connect them with the staff that can provide them the specific assistance they need.

Duties and Responsibilities:

Support - 100%

• Responsible for the initial customer contact on the phone ensuring that the customer is greeted, welcomed, acknowledged, and properly directed to the appropriate department.
• Responsible for developing and retaining customer relationships through active listening and refer customers, as appropriate, to Personal Bankers, Business Bankers, Real Estate Bankers or other departments as needed by gathering basic information regarding the customer's request and ensuring follow-up by appropriate staff.
• Perform monitoring and maintenance of daily reports.
• Perform research, maintenance, and technical support for incoming requests for bill pay, online banking, remote deposit, and debit cards.
• Assist with account research, general maintenance, returns & fraud disputes, and check ordering as needed.
• Ensure that proper records are maintained, and safeguards systems and retention of storage as needed.
• Act promptly with regard to customer requests, following through on commitments and obligations. Ask follow-up questions to determine if customer's needs/expectations have been met to provide a complete solution for each customer.

Other Accountabilities and Responsibilities:

• Consistently maintain regular and reliable attendance.
• Take part in community development through volunteer opportunities and/or board participation with non-profits and other community organizations.
• Participate in community service and bank-sponsored activities that serve and support the mission and values of Valley Bank.
• Comply with all company policies and procedures and all applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Note: Only minimum duties listed. Other responsibilities may be required as requested by Management.

Qualifications:

• One year banking experience preferred
• Two years customer service experience preferred

Knowledge, Skill, Ability:

• Excellent telephone skills.
• Thorough understanding of customer service.
• Knowledge of Valley Bank products/services to effectively present appropriate solutions to customers.
• Ability to work under pressure.
• Work quickly and accurately.
• Excellent verbal communication skills.
• Knowledge of banking regulations.
• Ability to establish and maintain effective working relationships with employees, other departments, and the public.
• Ability to work both independently and in a team environment.

Work Environment: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

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. The employee may be required to use stairs.

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.

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.