Customer Support Team Lead

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 Service Support Lead. The Customer Service Support Lead is responsible for ensuring that customers receive consistently best-in-class customer service in all aspects of their financial services. Cooperates with branches, departments, and divisions of the bank to ensure friendly, courteous, and professional customer service. Provides limited supervisory support by stepping in for the Assistant Manager as needed.

This is a full-time, 37 hour a week, position located in Meridian,  be available between the hours of 8:00AM and 6:

PM Monday through Friday and from 8:00AM to 3:00PM on Saturdays. Regular and predictable attendance is an essential function of this position. The position is hourly and the rate of pay depends on experience. Promotion opportunities include Assistant Manager and Department Manager.

• 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. Ensure each and every customer interaction adheres to our customer service standards.
• Assist Customer Support Specialists in the performance of their duties and responsibilities. Approve limit increases and waive service charges and fees when appropriate and within specified authority.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Collaborate with Quality Assurance and department leadership regarding support metrics and assist implementing improvements.
• Under minimal supervision, assist our customers with questions regarding their personal finances, products offered, product features and benefits, routine questions, etc., as well as respond to inquiries of increasing complexity.
• Keep up to date on all bank products and services to retain customers, or spot sales opportunities and refer business.
• Ensures…