Call Center Rep

Overview

Call Center Representative –
Glacier Bank – Kalispell, Bigfork or Ronan, MT.

Starting Wage: $18.20/hr the Customer Support Specialist will service incoming customer calls, resolve account issues, and provide extraordinary customer service.

• Answer incoming telephone inquiries for Glacier Bank providing prompt and extraordinary service.
• Correctly and efficiently transfer calls to outside offices and staff members.
• Process telephone transfer requests, check orders, stop payments, VISA Check Card orders/reorders.
• Provide customer service on ACH and ATM inquiries and disputes, online banking inquiries and resets.
• Provide statement printouts and check copy requests.
• Provide viable solutions to meet customer needs while conforming to Bank regulation and policies and providing extraordinary service.
• Refer services and products to include Xpress phone, online banking, e-statements, ODP’s.
• Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, online banking, VISA check cards; and lending products such as consumer/HELOC/mortgage products. Promote Tell‑A‑Friend.
• Proper usage of Jack Henry System as well as other supporting systems.
• Basic knowledge of compliance and regulatory issues – e.g., certain regs (E, CC).
• Average number of calls processed daily meets production standards within the department.

• Service Quality – embrace service pledge and provide extraordinary and consistent service to all internal and external customers.
• Participate in required training, staff meetings, and lobby displays.
• Participate in Community Service and Bank‑sponsored activities.
• Provide superior internal and external customer service: demonstrate self‑governance, courtesy and respect toward external customers as well as internal customers.
• Complete required bank training courses within assigned time frame(s).
• Must comply with all company policies and procedures and all applicable laws and regulations.
• Represent Glacier Bank in a professional manner – confidentiality, positive “can‑do” attitude, flexibility and adaptability.
• Consistently maintain regular and reliable attendance.
• Additional duties as requested or assigned.

• High degree of attention to detail and excellent organizational skill(s).
• Ability to prioritize and organize heavy workload(s) and demonstrate effective time‑management skill(s).
• Work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast‑paced environment.
• Work quickly and accurately under pressure; meet multiple competing deadlines.
• Work both independently and in a team environment.
• Understand and follow complex written and oral instructions.
• Communicate effectively verbally and in writing.
• Basic computer skill with working knowledge of word processing, spreadsheets, ten‑key, and general computer applications.
• Working knowledge of standard office equipment.
• High school diploma or equivalent.

• Customer service and sales experience preferred.
• Moderate level of banking knowledge desired.

Routinely perform work indoors in a climate‑controlled shared work area with moderate noise level. Occasional travel (less than 10 days per year) by automobile, commercial airlines, rental vehicles and public transportation. Required to work on computer for 6‑8 hours per day and may be required to work extended hours or travel off site as requested.

Desk work with minimum lifting of 10‑pounds, standing, walking, and using a computer. Must be able to operate routine office equipment and maintain reliable attendance.

Starting salary dependent on experience. Comprehensive benefits include medical, dental, vision, life insurance, 401(k) with profit‑sharing, paid time off, holidays, and other benefits per company policy.

Glacier Bancorp, Inc. is an Equal Opportunity Employer. All applicants and employees will receive consideration 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 laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the U.S.