Call Center Representative

Call Center Representative

Call Center Representative will be responsible for servicing incoming customer calls for two Glacier Banks Divisions, First Bank of Wyoming and First State Bank of Wyoming. Answering customer questions and resolving account issues with extraordinary customer service. Employee will have extensive contact with customers, potential customers and bank staff. Will interact in a professional and courteous manner. The employee will conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank and insure the importance of customer confidentiality. Must thoroughly understand relevant legal parameters, internal policy and procedures, FDIC guidance, applicable accounting issues, and the administrative processes involved in choosing a proper course of action while adhering to and exemplifying our Core Values: Embrace Responsibility, Execute with Excellence, Pursue Growth & Learning, Thrive Together.

This is a division-level position that may be located in one of the following offices: Cody Admin, Evanston Center Street, Kemmerer, Powell, or Rock Springs.

All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Essential Functions:

• Answer incoming telephone calls for both Glacier Bank Divisions in Wyoming. Assisting with inquiries for customers and employees providing prompt and extraordinary service. Greet the caller with the correct division bank name given on the phone caller ID message and always verify identity and authority of the caller.
• Answer questions about bank products and services; resolve problems within their authority. Refer problems that are beyond their authority to the next level supervisor with their recommendations.
• Assist in reviewing daily operational reports and functions for the Divisions.
• Receive and respond to all external customer messages; Online Banking Secure Messages, Synapsys Messages from the JHA after hour Call Center, Banno Messages the bank website and Glacier Bank Customer Service & FB Service Messages.
• Ensure policy and procedure are followed while supporting the bank in meeting compliance and customer expectations.
• Correctly and efficiently transfer calls to outside offices and staff members.
• Assist customers and provide back-office support for account maintenance, inquiries, telephone transfer, check orders, stop payments, limit increase & wire transfers.
• Provide customer service with ACH, Zelle and Debit Card inquiries and disputes.
• Provide customer service with Address Changes, Dormant Account Status Updates and New Online Banking setups, inquiries, and password resets.
• Provide statement printouts and check copy requests.
• Process customers wire requests with a Phone/Fax Agreement on file for 2 Glacier Bank Divisions.
• Review and recognize fraudulent wire information and ask questions.
• Know and recognize Red Flags for fraudulent transactions and activities.
• Assist/Advise team members with policy and procedures on fraudulent activities.
• Refer services and products to include ITalk (phone banking), on-line banking and E-statements.
• Provide viable solutions to meet customer needs, while conforming to Bank regulations and policies and providing extraordinary service.
• Average number of calls processed daily to meet department goals.
• Train, mentor and lead existing and new team members.
• Maintain a positive attitude and display courteous, respectful behavior toward customers and coworkers; represent the bank professionally through appearance, punctuality, confidentiality, and adaptability.
• Must 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

Additional Responsibilities

• Adhere to First Bank of Wyoming Company Core Values.
• Adhere to all applicable banking regulations, applicable laws, company policies, management directives, security, and operational procedures.
• Responsible for the timely completion of all required Compliance and Security training assigned by GBCI and First Bank of Wyoming within the designated timeframes. It is the individual's responsibility to fully understand the content presented in each training module. If clarification is needed, the learner must proactively reach out to their supervisor to request further explanation or additional training as necessary.
• Responsible for adherence to Bank Security Policy and for reporting security risks to management.
• Keep management appropriately informed of area activities and of any significant problems.
• Support the bank's mission by participating in Community Service and Bank-sponsored activities, while consistently representing the bank in a professional manner.
• Represent First Bank of Wyoming in a professional manner which includes a professional image, confidentiality, a positive "can-do" attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.
• Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers.
• Maintain physical presence in the workplace and full alertness during working hours to ensure effective customer service and overall job performance.
• Attend and actively participate in required meetings.
• Provide exceptional internal and external customer service by interacting calmly and professionally with individuals from diverse backgrounds at various levels within and outside of the organization.
• Maintain a clean, organized, and customer-friendly work area; safeguard confidential information and adhere to professional appearance standards.
• Additional duties as requested or assigned.

About You

Minimum Qualifications:

• High school diploma or equivalent required.
• 0 to 2 years of recent similar or related experience, including preparatory experience.
• Prior banking experience is strongly preferred.
• An equivalent combination of education, training, and experience may be considered.

Required Skills, Abilities, and Knowledge:

• Self-motivated, detail-oriented, and passionate about customer service.
• Excellent organizational and time management skills; ability to prioritize multiple tasks and perform under pressure.
• Strong problem-solving abilities, adaptability, and flexibility in day-to-day activities.
• Effective verbal and written communication skills; ability to follow complex instructions and maintain confidentiality.
• Proficient in basic computer applications and standard office equipment.
• Ability to work independently and collaboratively while maintaining professionalism.
• The role demands the ability to handle multiple priorities calmly and professionally, exercise discretion, and maintain composure under deadlines and fast-paced conditions.

Interpersonal Skills:

A significant level of trust, credibility and diplomacy is required. Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Physical Requirements:

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 (Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion), balance (Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium), stoop (Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles), Kneel (Bending legs at knee to come to a rest on knee or knees), crouch (Bending the body downward and forward by bending leg and spine), push (Using upper extremities to press against something with steady force in order to thrust forward, downward or outward), pull (Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion).

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.