Customer Service Support Specialist

DUTIES AND RESPONSIBILITIES Upholds and actively promotes the bank’s core beliefs, core values, and customer service standards, collectively known as “Our Compass.” Supports our community through department fundraising activities or volunteering during bank‑sponsored events. Provides exceptional customer service while displaying genuine enthusiasm, empathy, and compassion. Ensures each and every customer interaction adheres to our customer service standards. Assists customers with questions regarding personal finances, products offered, product features and benefits, routine inquiries, etc., while maintaining strict confidentiality of customer financial information. Ensures all written customer correspondence is grammatically accurate using professional language. Performs routine account maintenance such as address and phone number changes, places stop payments, processes funds transfers, and orders checks. Becomes educated with all bank products and services to provide excellent customer service, retain customers, and cross‑sell products as appropriate. 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. Ensures compliance with all policies and procedures, including proper customer identification. Must comply with applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. POSITION REQUIREMENT/QUALIFICATIONS High school diploma or equivalent. Minimum one year of customer service 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 handle a heavy volume of correspondence. Excellent written and grammatical skills. Impeccable manners. Ability to maintain strict confidentiality. Strong organizational skills. PREFERRED KNOWLEDGE, SKILL, ABILITY Prior banking experience. Knowledge of Jack Henry Systems. Good understanding of banking regulations and compliance. Previous call center experience. WORK ENVIRONMENT Must be able to routinely perform work indoors in a climate‑controlled shared work area with moderate noise level. PHYSICAL DEMANDS Employee is often required to sit, use hands in repetitive motions (e.g., finger, grasp, handle, feel), and talk or hear. Occasional standing, walking, lifting, and reaching with hands and arms may be required. Must operate routine office equipment (computers, keyboards, telephones, copiers, facsimiles, calculators). Work average of 6‑8 hours on computer per day, extended hours or travel may be required. Reliable attendance expected. Ability to climb/descend stairs in emergencies. Lifting up to 10 lbs occasionally or negligible force frequently is required. Vision required for computer use, extensive reading, and visual inspection of small parts. COMPENSATION & BENEFITS Starting salary depends on experience and may vary by geographic location. Benefits include medical, dental, vision, and life insurance available to employees and eligible dependents. Eligible employees may receive a health savings account option, Employee Assistance Program (EAP), health rewards program, retirement plans (including 401(k) and Profit‑Sharing), short and long‑term disability, education and training benefits, and discounts on banking products and services. Paid Time Off (PTO) and paid holidays are offered. PTO accruals begin at .0745 per hour worked for part‑time employees, up to a maximum of 240 hours per year for certain full‑time employees. Full‑time employees receive 6 paid holidays; part‑time employees receive pro‑rated holidays. Some state‑recognized holidays may be paid for employees in Utah and Nevada. Equal Opportunity Employer 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