Corporate Customer Support Manager

: About The Role Want to work for a company that cares about its community and its employees? Mountain West Bank believes in making the place we live and work better every day. We strive to succeed in business while also being valuable and compassionate neighbors. Come find your passion with us! Mountain West Bank. Today. Tomorrow. Together. Mountain West Bank prides itself on giving back to the communities we serve as well as being a successful business residing on the FORBES TOP 20 List as we have for the past nine years. We are currently looking for an amazing Customer Support Manager to lead our fantastic Customer Support Team (Call Centers) in Coeur d'Alene, Meridian, and Sandpoint, ID! This position is located in Coeur d'Alene, ID. The Customer Support Manager will be responsible for managing all activities of the bank's customer support department including supervising the operational and audit functions of the branch. Ensures that customers receive consistent high quality customer service. Ensures high levels of customer service, selling and cross-selling products and services, and technical knowledge. Monitor the call volumes and appropriately schedule staff at levels consistent with the service needs of Mountain West Bank. Monitor and assign work to Customer Support staff. Answer inquiries and resolve more complex problems relating to operational and depository matters. Represents the Bank in the communities in which the office is located through community activity and leadership. Leads and motivates the branch staff to increase profitability, growth, and productivity. We offer excellent benefits including Medical, Dental, Vision, generous PTO packages and amazing retirement benefits! This is a full time salaried position (40 hours a week). Must have availability between 7:00AM to 6:00PM Monday through Friday and 8:00 to 3:00 on Saturday. Salary depends on experience, minimum $64,482.00 + DUTIES AND RESPONSIBILITIES:

• Ensure through training and personal example, that all staff maintain a professional, courteous demeanor and provides impeccable customer service of the highest quality at all times.
• Manage and motivate the staff to promote products and services that ensure high standards of service to all customers; cross-training, coaching and promoting our HPG program. Establish specific, measurable sales, customer service, and productivity goals for the department as a whole and for each individual employee. Provides feedback on performance and recognizes productivity and service accomplishments.
• Answer customer inquiries and resolve problems regarding operational and depository matters. Determine account and service needs of customers and prospective customers, referring them to the appropriate person for follow up.
• Holds regular (at least monthly) meetings as a forum to motivate, share ideas, and success stories and provide instruction and learning activities.
• Encourages professional development of all personnel. Develops and promotes an atmosphere where individuals and teams have opportunities to grow within our organization. Manages the staff to ensure the office operates at optimum efficiency and that the staff is trained, motivated, and service-oriented.
• Responsible for keeping up to date on all bank products and services to retain customers, or spot referral opportunities.
• Provides branch and/or customer support for more complex products, such as treasury management, online banking and bill pay.
• Maintain statistical reporting for department results.
• Assists customer support supervisors with personnel matters including recruitment and coaching while working with the Human Resources Department.
• Assigns duties to meet fluctuations in workload and scheduling of vacations. Supervises the preparation of staffing schedule sufficient to meet customer service demands and to ensure that the service function is adequately covered.
• Works with customers regarding any operational, lending or deposit-servicing need. Makes customer and non-customer calls to ascertain customer service needs, resolve problems, and to sell and cross-sell Bank products and services.
• Prepares the department's business development plan and is responsible for results in relation to the overall marketing goals of the Bank. Joins and is active in community events and organizations that help promote the bank. Takes part in activities which enhance the Bank's image.
• 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.

About You QUALIFICATIONS:

• High school diploma or equivalent.
• Five or more years of retail banking experience
• Two or more years of experience in a call center environment.
• Two or more years' experience in a management leadership role.
• Ability to motivate staff. Provides consistently high-quality customer service and aspire to and achieve high superior performance.
• Ability to plan, organize, delegate, and oversee branch operations at all levels.
• Has an excellent understanding of banking operational policies and procedures.
• Excellent computer skills including knowledge of MS Word and Excel.

PREFERRED K NOWLEDGE, SKILL, ABILITY:

• Knowledge of Mountain West Bank's products, services, and procedures
• Knowledge of Jack Henry system

WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level. 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 lifting abilities required by this job include: Sedentary work. 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 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, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, Paid Time Off (PTO) and holidays. Visit our website for more details! COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. Check it out! 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.