Customer Service Support Specialist II

About The Role Love Where You Work! At Mountain West Bank , our employees love where they work! Our employees describe our culture as one that promotes having fun at work and being one big happy family. 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 robust training programs. We also love volunteering in our communities and love delivering the unexpected not only to each other but to our customers and the community. Love Where You Live! We love where we live, and we try to make our communities a little better, both individually and as a team. We strongly encourage all our employees to give back to the community in which they live and we even pay them to do so. Do you have a desire to make your city a better place to live? We just might be able to help you do it. A Strong Foundation Mountain West Bank operates exclusively in the state of Idaho serving Bonners Ferry, Ponderay, Sandpoint, Coeur d'Alene, Post Falls, Hayden, Wallace, Boise, Meridian, Eagle, Nampa, Hailey and Ketchum. We are one of 17 division banks under the Glacier Bancorp umbrella. Glacier Bancorp, Inc. is a community banking organization with assets greater than $29 billion, operating in banking offices across eight western states: Montana, Idaho, Utah, Washington, Wyoming, Colorado, Arizona, Nevada, and Texas. Since 2015 we have been recognized as one of America's Best Banks, America's Best-In-State-Companies (top holding company), one of America's Best Employers By State, one of America's Most Trusted Companies and one of the World's Best Banks, according to Forbes Best Banks lists. Ready to LOVE WHERE YOU WORK? Mountain West Bank is seeking a Customer Support Specialist II. The Customer Support Specialist provides best in class customer service to our customers, branches, and departments while consistently following the bank's customer service standards. Provides technical expertise and support regarding online/mobile banking products. Listens with intent to understand the customer's needs and ensure their expectations have been met with every interaction. Embodies a customer-first mindset. Regular and predictable attendance is an essential function of this job. This is a full-time, 37 hour a week position located in beautiful downtown Coeur Alene, ID. Must be available between the hours of 7:00AM and 5:00PM Monday through Thursday, 7:00AM - 6:00PM Friday and from 8:00AM to 1:00PM on Saturdays. The position is hourly and the rate of pay depends on experience. DUTIES AND RESPONSIBILITIES: Upholds and actively promotes the bank's core beliefs, core values, and customer service standards, collectively known as "Our Compass." Provides exceptional customer service while displaying genuine enthusiasm, empathy, and compassion. Ensures each and every customer interaction adheres to our customer service standards. Assists our customers with questions regarding their personal finances, products offered, product features and benefits, routine questions, etc. while maintaining strict confidentiality of customer financial information. Responsible for ensuring all written customer correspondence is grammatically accurate using professional language. Provide technical support for more complex products, such as, but not limited to online banking, Zelle, bill-pay, and Quicken/QuickBooks. Provide general support of treasury management products, referring to an expert when needed. Perform routine account maintenance such as address and phone number changes, place stop payments, funds transfers, and order checks. Orders new ATM/Debit cards and reissues replacement cards upon request. Resets passwords and unlocks online banking users. Prepares and submits ACH and Debit Card disputes. Becomes educated with all bank products and services in order to provide excellent customer service, retain customers, and cross-sell products as appropriate. Ensures compliance with all policies and procedures, including properly identifying customers. 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: High school diploma or equivalent. Two years' experience in a call center or customer service environment. Minimum 6 months previous banking experience Embodies a customer-first mindset with genuine enthusiasm for assisting customers. Demonstrates clear communication and top-notch customer service skills via phone, email, and chat. Ability to maintain a heavy volume of correspondence. Excellent written and grammatical skills. Impeccable manners. Ability to maintain strict confidentiality. Strong organizational skills. Preferred Knowledge, Skills and Abilities: Knowledge of Jack Henry Systems. Good understanding of banking regulations and compliance. TechXpert Certification. 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. 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! 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. #J-18808-Ljbffr