Customer Support Specialist

About The Role

Pay range $18.70 - $24.51 per hour, DOE.

Customer Support Specialist / Call Center Representative will be responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service. Employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner, conducting themselves in a manner that will enhance the overall efficiency and image of the bank.

• 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, on‑line 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, on‑line banking, e‑statements, ODP's.
• Basic knowledge of bank products to include deposit products such as checking, savings, money market, CDs, online banking, VISA check cards; and lending products such as consumer/HELOC/mortgage products. Promotes 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 regulations (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’s 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 as well as internal customers (all organization personnel).
• Complete required bank training courses within assigned time frame(s).
• Comply with all company policies and procedures and all applicable laws and regulations, including but not limited to 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 the 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.
• Prioritize and organize heavy workloads and demonstrate effective time management skills.
• Work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast‑paced/work‑compressed environment.
• Work quickly and accurately: perform effectively under pressure; meet multiple and sometimes 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.
• 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.
• A moderate level of banking knowledge desired.

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

Occasional travel (less than 10 days…