Sr. Customer Support Specialist

About the Role:

Do you LOVE where we work?? WE DO Want to work for a company that cares about its community and its employees? We believe in making the place we live and work better every day. We strive to succeed in business while also being valuable and compassionate neighbors. Come find your passion with usMountain West Bank. Today, Tomorrow, Together.

Mountain West Bank has been on The Forbes Top 20 List for the past 9 years and has been voted One of the TOP 10 BEST PLACES TO WORK IN IDAHO for 6 of the last 8 years We are currently looking for an amazing Senior Customer Support Specialist for our fantastic Call Center Teams located in either our Coeur d'Alene, ID, Sandpoint, ID or Meridian, ID branches The Sr. CSS can be located in any of these three locations. The Sr. Customer Support Specialist will be responsible for ensuring that customers receive consistently high-quality customer service in all aspects of their financial services. Under minimal supervision, answer multi-line telephone system and appropriately direct calls, as well as respond to customers by answering questions and inquiries of increasing complexity. Cooperates with all other branches, departments, and subsidiaries of the Bank to ensure friendly, courteous, professional customer service. Provides limited supervisory authority by approving transactions within limits and filling in for short-term Customer Support Supervisor absences. Regular and consistant attendance required.

We offer excellent benefits including Medical, Dental, Vision, generous PTO packages and amazing retirement benefits This is a full time, 37 hour a week, positioin. Must have availability betweeen 7:00AM to 6:00PM Monday through Friday and from 8:00AM to 3:00PM Saturdays (1 or 2 a month), schedule may vary. $ DOE

DUTIES AND RESPONSIBILITIES:

• Answer customer inquiries and resolve problems regarding operational and depository matters. Determine account and service needs of customers and prospective customers, referring them to the appropriate person for follow up and close of sale. Waive service charges and fees when appropriate and within specified authority.
• Maintain strict confidentiality of customer financial information.
• Keep up to date on all bank products and services in order to retain customers, or spot sales opportunities and refer business. Basic knowledge of all e-Banking products and services and consumer loan products.
• Under minimal supervision, answer multi-line telephone system and appropriately direct calls, as well as respond to customers by answering questions and inquiries of increasing complexity.
• Cooperates with all other branches, departments, and subsidiaries of the Bank to ensure friendly, courteous, and professional customer service.
• Provides branch and/or customer support for more complex products, such as treasury management, online banking and bill pay.
• Assist the Customer Support Representatives in the performance of their duties and responsibilities. Approve overrides, limit increases, and waive service charges and fees when appropriate and within specified authority.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

QUALIFICATIONS:

• High school diploma or equivalent.
• Two years previous banking experience in a call center or customer service environment.
• Good knowledge of MS Word and Excel.
• Excellent communication and customer service skills both verbal and written to maintain a heavy volume of correspondence, personal contact, and telephone communication.
• Ability to maintain strict confidentiality.
• Ability to multi-task and handle complex tasks efficiently. Strong organizational skills.

PREFERRED KNOWLEDGE, SKILL, ABILITY:

• Knowledge of Mountain West Banks products, services, and procedures
• Good knowledge of the banks Jack Henry processing system
• Knowledge of banking compliance and regulations

WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level.

PHYSICAL DEMANDS: 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.

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, Paid Time Off (PTO) and holidays. Visit our website for more details

COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. Check it out

We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for 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 federal, state or local laws.

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

No Recruiters or unsolicited agency referrals please.