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,  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.

• 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/Quick Books.
• 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,…