Customer Service Manager

About The Role Mountain West Bank is seeking a Customer Service Manager at our Fairview Branch in Boise. As a Customer Service Manager, you will support Mountain West Bank's mission to deliver exceptional customer experiences. This role offers comprehensive training, competitive benefits and growth opportunities, as well as the opportunity to make a difference with every customer interaction. This position reports to the Branch Manager. Career growth includes roles such as Branch Manager, Area Manager and many more! Duties and Responsibilities Ensure through training, personal example, and work atmosphere that all operational staff maintain a professional, courteous demeanor and provide customer service of the highest quality at all times. Supervise and instruct Teller staff according to established policies and procedures and accepted standards. Assign duties to meet workload fluctuations. Direct training of subordinate staff including remedial training when needed. Solve or assist in solving personnel and operational problems within the branch. Evaluate the performance of subordinate staff and recommend promotions, salary adjustments, disciplinary action, etc. to the Branch Manager. Answer customer inquiries and resolve problems regarding operational and depository matters. Provide assistance to customers who need help with their account. Determine account and service needs of customers and prospective customers, referring them to the appropriate person for follow up and close of sale. Oversee the courier process, work with couriers, prepare bags, and ensure all documentation is completed, filed, and retained. If items need to be addressed, work with the manager. Ensure that proper records are maintained, and that safeguards and systems are in place for retention and storage as needed. Responsible for the training of personnel and maintenance of proper security procedures according to established Bank policy. Responsible for the preparation and submission of branch certifications, monthly operational reports, etc. Maintain proof of accounting records, Teller balancing records including proof of overages and shortages, measures taken to locate differences, reports of differences not located in amounts reportable to Administration. Maintain internal audit functions within branch operations. Report potential losses, fraud, kiting, embezzlement, etc. in a timely manner to the proper authority. Assist the Tellers in the performance of their duties and responsibilities including training them in the procedures related to their position, providing additional training if needed. Assume responsibility for all transactions processed by a Teller that exceeds their assigned limits by reviewing the transactions and initialing to show approval on those that are authorized. Sign and authorize cashier’s checks. Waive service charges and fees when appropriate and within specified authority. Verify Teller and vault cash on a routine basis noting discrepancies and/or dollar amounts more than assigned limits. Approve temporary retention of excess cash on a limited basis as befitting the circumstances. Ensures the staff understands the standards and expectations of the Bank’s High-Performance Growth (HPG) program, the referral process and the Tell-a-Friend program. Coaches staff on use of HPG skills including the HPG 8-step process. Reviews service and skills shops and works with staff to continually improve. 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 Position Requirements & Qualifications High school diploma or equivalent 3 years of retail banking experience Previous supervisory experience or documented supervisory training Good knowledge of banking compliance, policies, and procedures Has an excellent understanding of banking operational policies and procedures Excellent customer service skills Advanced communication and interpersonal skills Excellent math skills Good computer skills Preferred Knowledge, Skill, Ability Prior financial and cash handling experience Jack Henry core processing software Previous knowledge of MWB products and services Work Environment Must be able to routinely perform work indoors in a climate-controlled shared work area with moderate noise level. Physical Demands 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. 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. Check it out! Equal Opportunity Employer Statement 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. Visa Sponsorship Policy Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US. Recruiter Policy No Recruiters or unsolicited agency referrals please. #J-18808-Ljbffr Mountain West Bank