Call Center Rep

About The Role

Do you enjoy customer service? Join the amazing team at Glacier Bank in Polson or Ronan, Montana. Pay range $18.20 – $23.91 per hour, DOE. Ask about job progressions, incentive pay, Saturday pay, PTO pay, merit increases, annual bonuses and many other perks.

• 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 and 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 including deposit products such as checking, savings, money market, CD’s, online banking, VISA check cards and lending products such as consumer/heloc/mortgage. Promote Tell‑A‑Friend.
• Proper usage of Jack Henry System as well as other supporting systems.
• Basic knowledge of compliance and regulatory issues – i.e. 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. Listen to and ask about customer needs.
• Participate in required training, staff meetings, and lobby displays.
• Participate in community service and bank‑sponsored activities that serve and support the mission and values of Glacier Bank.
• Provide superior internal and external customer service: demonstrate self‑governance, courtesy and respect toward external customers and 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, including the Bank Secrecy Act, the Patriot Act and the Office of Foreign Assets Control. Complete the assigned online training courses and achieve a passing score by due date.
• Represent Glacier Bank in a professional manner which includes a professional image, confidentiality, a positive “can‑do” attitude, flexibility and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy.
• Consistently maintain regular and reliable attendance.
• Additional duties as requested or assigned.

• High degree of attention to detail and excellent organizational skills to perform in a fast‑paced environment.
• Ability to prioritize and organize heavy workload and demonstrate effective time management skills.
• Professional manner with courtesy, customer service and tact in a fast‑paced, deadline‑oriented environment.
• Work quickly and accurately, perform effectively under pressure, meet multiple competing deadlines and make decisions based on regulations, company policy, knowledge and experience.
• Work both independently and in a team environment.
• Understand and follow complex written and oral instructions.
• Effective verbal and written communication skills.
• Basic computer skills with working knowledge of