Customer Support Specialist

About The Role

The Customer Support Specialist will be responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through 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 regulations and policies and providing extraordinary service.
• Refer services and products to include Xpress phone, online banking, e-statements, ODPs.
• Basic knowledge of bank products including deposit products such as checking, savings, money market, CDs, 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 regulations (E, CC).
• Average number of calls processed daily meets production standards within the department.

• Service Quality – embrace the service pledge and provide extraordinary and consistent service to all internal and external customers. Listen to and ask about customers’ needs.
• Participate in required training, staff meetings, and lobby displays.
• Participate in community service and bank-sponsored activities that support the mission and values of Glacier Bank.
• Provide superior internal and external customer service: demonstrate self‑governance, courtesy and respect toward all customers.
• Complete required bank training courses within assigned time frame(s).
• Comply with all company policies and procedures and applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Complete assigned online training courses and achieve a passing score by the due date.
• Represent Glacier Bank professionally, maintaining confidentiality, a positive “can‑do” attitude, flexibility and adaptability, keeping the work area tidy and maintaining customer privacy.
• Maintain regular and reliable attendance.
• Perform 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 demeanor with consistent courtesy, customer service, and tact in a fast‑paced, deadline‑oriented environment.
• Ability to work quickly and accurately: perform effectively under pressure, meeting multiple and sometimes competing deadlines and making decisions based on regulations, company policy, knowledge, and experience.
• Ability to work both independently and in a team environment.
• Ability to understand and follow complex written and oral instructions.
• Ability to communicate effectively verbally and in writing.
• Basic computer skills 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.
• Moderate level of banking knowledge.

Must be able to routinely perform work indoors in a climate‑controlled shared work area with moderate noise level.

Must be capable of occasional travel (less than 10 days per year) by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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