Lead Customer Service Rep

Lead Customer Service Representative

Our growing financial institution is seeking a Lead Customer Service Representative to be an integral part of our Downtown Spokane Branch. This position provides supervisory support to the Teller team while also providing excellent customer service to all bank customers.

As a member of the Wheatland Bank team, you will work with colleagues who value financial responsibility, collaboration, transparency, and leadership. Working for Wheatland Bank is a challenging and rewarding career for the best and brightest bankers! We invest in our employees and communities! We take every opportunity we can to recognize and appreciate our employees, not only on designated days, but all throughout the year. We love investing in our employees whether it be in the form of our generous 401(k) contributions to our professional development opportunities.

Position Summary:

Assure maximum customer service and satisfaction, appropriate control over the processing of all transactions, ensures required protection of Bank assets and assists in achievement of branch goals. Reports directly to the Branch/Service Manager.

The pay range for this position is: $21.30 - $28.85 per hour.

Principal Responsibilities and Duties:

• Provides operational support for the branch and Branch Manager/Service Manager.
• Performs customer service functions including new accounts opening, department referrals, customer inquiries and problem resolution.
• Required to keep up to date with changes to products and services.
• Works directly with branch manager to meet customer needs in a responsive, efficient manner across department lines.
• Responsible for making daily overdraft decisions, with approval from Branch Manager or Service Manager
• Acts as Manager on Duty in the absence of the Branch Manager or Service Manager.
• Works closely with Branch Manager/Service Manager for development of CSR skills.
• Ensures compliance with audit requirements by communicating audit standards to staff through continuous in-house audits and by exercising procedural controls and security measures.
• Responsible for completion of monthly audit certification. Maintains awareness of changing trends and regulations which might affect the Branch; acts on this information as required.
• Attends Operations meetings as necessary.
• Contributes to the positive image of the branch by coordinating the internal appearance of the branch with Branch Manager/Service Manager.
• Participates in professional bank organizations and civic groups to enhance Bank's visibility and to further personal development.
• Demonstrates effective, positive communication with all bank personnel and maintains a team effort with staff.
• Other duties as assigned.

Authority and Decision Making:

• Implements, with approval of Branch Manager/Service Manager, correct bank policies and procedures.
• Makes decisions which will promote efficient operations within the branch.
• Establish priorities when several projects are pending at once in order to maintain maximum efficiency.

Position Contacts:

• Day-to-day supervision of operations staff.
• Daily contact with Branch Manager/Service Manager.
• Regular contact with Administration personnel to coordinate operations procedures, personnel practices, and adequate support for operations.
• Daily contact with new and existing customers to counsel, to promote services and products, and solve problems.

About You:

Qualifications:

• High school diploma/GED required.
• A minimum of 1 year previous related banking experience.

Knowledge, Skill, Ability:

• Skilled at making outbound calls
• Ability to resolve customer issues by providing solutions
• Ability to build strong relationships with co-workers, business partners and management through collaboration.
• Previous cash handling experience, general knowledge of financial institution, typing, ten-key calculator, and computer competency required.
• Accurate, punctual, alert, dependable, and professional in appearance.
• Ability to relate to others and impart knowledge and information in a clear, precise manner is essential.

Work Environment: Quiet office/business setting. Will require standing for long periods of time, lifting (up to 35lbs), bending and twisting.

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 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.