Call Center Representative

About the Role:

Position Summary:

The Call Center Representative I will be responsible for servicing incoming customer calls for two Glacier Banks Divisions, First Bank of Wyoming and First state Bank of Wyoming. Answering customer questions, processing out-going wire transactions, and resolving account issues with extraordinary customer service. Employee will have extensive contact with customers, potential customers and bank staff. Will interact in a professional and courteous manner. The employee will conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank and insure the importance of customer confidentiality. Must thoroughly understand relevant legal parameters, internal policy and procedures, FDIC guidance, applicable accounting issues, and the administrative processes involved in choosing a proper course of action while adhering to and exemplifying our Core Values: Embrace Responsibility, Execute with Excellence, Pursue Growth & Learning, Thrive Together.

Essential Functions:

• Answer incoming telephone calls for both Glacier Bank Divisions in Wyoming. Assisting with inquiries for customers and employees providing prompt and extraordinary service. Will always verify identity and authority of the caller.
• Answer incoming calls for both Glacier Bank Divisions in Wyoming by greeting the customer with the correct division bank name given on the phone caller ID message.
• Answer questions about bank products and services; resolve problems within their authority. Refer problems that are beyond their authority to the next level supervisor with their recommendations.
• Receive and respond to all external customer messages; Online Banking Secure Messages, Synapsys Messages from the JHA after hour Call Center, Banno Messages the bank website and Glacier Bank Customer Service Messages.
• Ensure policy and procedure are followed while supporting the bank in meeting compliance and customer expectations.
• Review daily reports; Telephone Transfers, Closed Account Report, Death Notices, Daily Scanned Documents, ATM/Debit Card Status Maintenance Report, Travel Maintenance Report, Travel Note/Verify & Complete, Active Debit Cards on Closed Account Report, Ordered and Reordered Cards Report, Limit Increase Report, RDA Audit Limit Report, Debit Card Order Exceptions Report, JHA CD-011 and CD-052 Reports, ESI Open Account Reports, Undeliverable E-Statement Report, Exception Bill Pay Report, Bill Pay Verification Emails, review and respond to Banks Voice Mail Messages for 2 of Glacier Bank Divisions and forward Account Verification Requests.
• Correctly and efficiently transfer calls to outside offices and staff members.
• Process telephone transfer requests, check orders, stop payments, limit increase requests, hot card, and reissue Visa debit cards.
• Provide customer service on ACH and Debit Card inquiries and disputes. Assist with on-line banking inquiries and resets.
• Provide customer service with Address Changes, Dormant Account Status Updates and New Online Banking setups.
• Provide statement printouts and check copy requests.
• Process all customers wire requests with a Phone/Fax Agreement on file for 2 Glacier Bank Divisions.
• Review and recognize fraudulent wire information and ask questions.
• Initiate and verify outgoing wires in a timely and accurate manner.
• Know and recognize Red Flags for fraudulent transactions and activities.
• Process temporary and permanent maintenance requests for 2 Glacier Bank Divisions; ATM/Debit Card Limit Increase, RDA Limit Increase, Bill Pay Limit Increase, Add/Remove accounts to Net Tellers, Travel Notes 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 ITalk (phone banking), on-line banking and E-statements.
• Average number of calls processed daily to meet department goals.
• Must 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.

Additional Responsibilities

• Adhere to First Bank of Wyomings Core Values.
• Keeps management appropriately informed of area activities and of any significant problems.
• Participate in Community Service and Bank sponsored activities that serve and support the mission and values of First Bank of Wyoming.
• Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
• Represent First Bank of Wyoming in a professional manner which includes a professional image, confidentiality, a positive can-do attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.
• Keep work area tidy and maintain customer privacy. Attends and participates in meetings as required.
• Participates in required training, staff meetings, and lobby displays.
• Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers.
• Other duties as requested or assigned including but not limited to assisting credit administration with special projects and assignments.
• Assets Control.

Education and Experience:

• 0-1 years of similar or related experience, including preparatory experience.
• High school diploma is required; Associate degree is preferred.
• An equivalent combination of education, training, and experience may be considered.
• Prior banking experience is preferred

Required Skills/Abilities:

• Strong ability to solve problems and prioritize multiple tasks and responsibilities.
• Ability to establish and maintain effective personal working relationships with peers and supervisors.
• Ability to handle multiple projects and details simultaneously.
• Ability to write routine reports and correspondence.
• Ability to effectively present information and respond to questions.
• Employee must be self-motivated, able to work quickly and accurately, and flexible in day-to-day activities.
• Employee must be a team player with a passion for customer service and a proven ability to build rapport and work effectively with employees at all levels of the organization.
• Attention to detail as well as excellent organizational skills to perform in a fast-paced environment.
• Must have the ability to prioritize and organize heavy workloads and demonstrate effective time management skills.
• Must have the ability to work quickly and accurately, perform effectively under pressure, meet multiple and sometimes competing deadlines, and make decisions based on regulations, company policies, knowledge, and experience.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Must have the ability to work both independently and in a team environment.
• Must have the ability to understand and follow complex written and oral instructions.
• Must have the 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.

Interpersonal Skills:

A significant level of trust, credibility, and diplomacy is required. In-depth dialogues, conversations, and explanations with customers, direct and indirect reports, and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

Physical Requirements:

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. The employee may also be required to: Climb (Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.) Balance (Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.) Stoop (Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.) Stoop (Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.) Kneel (Bending legs at knee to come to a rest on knee or knees.) Crouch (Bending the body downward and forward by bending leg and spine.) Crawl (Moving about on hands and knees or hands and feet.) Push (Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.) Pull (Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.)

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.

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

Travel: Occasional travel required: (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.

Mental Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

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.

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