Customer Support Specialist

About The Role Pay range $18.70 - $24.51 per hour, DOE. Customer Support Specialist / Call Center Representative will be responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service. Employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner, conducting themselves in a manner that will enhance the overall efficiency and image of the bank. Essential Functions Answer incoming telephone inquiries for Glacier Bank providing prompt and extraordinary service. Correctly and efficiently transfer calls to outside offices and staff members. Process telephone transfer requests, check orders, stop payments, Visa Check Card orders/reorders. Provide customer service on ACH and ATM inquiries and disputes, on‑line banking inquiries and resets. Provide statement printouts and check copy requests. Provide viable solutions to meet customer needs while conforming to bank regulations and policies and providing extraordinary service. Refer services and products to include Xpress phone, on‑line banking, e‑statements, ODP's. Basic knowledge of bank products to include deposit products such as checking, savings, money market, CDs, online banking, VISA check cards; and lending products such as consumer/HELOC/mortgage products. Promotes Tell‑A‑Friend. Proper usage of Jack Henry System as well as other supporting systems. Basic knowledge of compliance and regulatory issues – i.e. certain regulations (E, CC). Average number of calls processed daily meets production standards within the department. Additional Responsibilities Service quality – embrace service pledge and provide extraordinary and consistent service to all internal and external customers. Listen to and ask about customer’s needs. Participate in required training, staff meetings, and lobby displays. Participate in community service and bank‑sponsored activities that serve and support the mission and values of Glacier Bank. Provide superior internal and external customer service: demonstrate self‑governance, courtesy and respect toward external customers as well as internal customers (all organization personnel). Complete required bank training courses within assigned time frame(s). 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. Complete the assigned online training courses and achieve a passing score by the due date. Represent Glacier Bank in a professional manner which includes a professional image, confidentiality, a positive "can‑do" attitude, flexibility and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy. Consistently maintain regular and reliable attendance. Additional duties as requested or assigned. About You Required Qualifications High degree of attention to detail and excellent organizational skills to perform in a fast‑paced environment. Prioritize and organize heavy workloads and demonstrate effective time management skills. Work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast‑paced/work‑compressed environment. Work quickly and accurately: perform effectively under pressure; meet multiple and sometimes competing deadlines and make decisions based on regulations, company policy, knowledge, and experience. Work both independently and in a team environment. Understand and follow complex written and oral instructions. Communicate effectively verbally and in writing. Basic computer skill with working knowledge of word processing, spreadsheets, ten‑key, and general computer applications. Working knowledge of standard office equipment. High school diploma or equivalent. Preferred Qualifications Customer service and sales experience preferred. A moderate level of banking knowledge desired. Work Environment Must be able to routinely perform work indoors in a climate‑controlled shared work area with moderate noise level. Occasional travel (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles, and public transportation and be able to lodge in public facilities. 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 also be required to: climb, balance, stoop, kneel, crouch, crawl, push, and pull. 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 a 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 lifting abilities required by this job include: 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. 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 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. Employees 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. We are an Equal Opportunity Employer and qualified applicants 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. #J-18808-Ljbffr