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Customer Service Manager

2 months ago

Boise, Idaho, United States Glacier Bancorp Full time
About the Role

We are seeking a highly motivated and experienced Customer Service Manager to join our team at Glacier Bancorp, Inc. As a key member of our banking operations team, you will be responsible for ensuring that customers receive consistently high-quality customer service in all aspects of their financial services.

Key Responsibilities
  • Ensure through training, personal example, and work atmosphere that all operational staff maintain a professional, courteous demeanor and provide customer service of the highest quality at all times.
  • Supervise and instruct Teller staff according to established policies and procedures and accepted standards. Assign duties to meet workload fluctuations. Direct training of subordinate staff including remedial training when needed. Solve or assist in solving personnel and operational problems within the branch. Evaluate the performance of subordinate staff and recommend promotions, salary adjustments, disciplinary action, etc. to the Branch Manager.
  • Answer customer inquiries and resolve problems regarding operational and depository matters. Provide assistance to customers who need help with their account. Determine account and service needs of customers and prospective customers, referring them to the appropriate person for follow up and close of sale.
  • Oversee the courier process, work with couriers, prepare bags, and ensure all documentation is completed, filed, and retained. If items need to be addressed, work with the manager.
  • Ensure that proper records are maintained, and that safeguards and systems are in place for retention and storage as needed. Responsible for the training of personnel and maintenance of proper security procedures according to established Bank policy.
  • Responsible for the preparation and submission of branch certifications, monthly operational reports, etc. Maintain proof of accounting records, Teller balancing records including proof of overages and shortages, measures taken to locate differences, reports of differences not located in amounts reportable to Administration.
  • Maintain internal audit functions within branch operations. Report potential losses, fraud, kiting, embezzlement, etc. in a timely manner to the proper authority.
  • Assist the Tellers in the performance of their duties and responsibilities including training them in the procedures related to their position, providing additional training if needed. Assume responsibility for all transactions processed by a Teller that exceeds their assigned limits by reviewing the transactions and initialing to show approval on those that are authorized. Sign and authorize cashier's checks. Waive service charges and fees when appropriate and within specified authority. Verify Teller and vault cash on a routine basis noting discrepancies and/or dollar amounts more than assigned limits. Approve temporary retention of excess cash on a limited basis as befitting the circumstances.
  • Ensures the staff understands the standards and expectations of the Bank's High-Performance Growth (HPG) program, the referral process and the Tell-a-Friend program. Coaches staff on use of HPG skills including the HPG 8-step process. Reviews service and skills shops and works with staff to continually improve.
  • 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
About You

We are looking for a highly skilled and experienced professional to join our team. The ideal candidate will have:

  • A high school diploma or equivalent
  • 3 years or retail banking experience
  • Previous supervisory experience or documented supervisory training
  • Good knowledge of banking compliance, policies, and procedures
  • Has an excellent understanding of banking operational policies and procedures
  • Excellent customer service skills
  • Advanced communication and interpersonal skills
  • Excellent math skills
  • Good computer skills
Preferred Knowledge, Skill, Ability
  • Prior financial and cash handling experience
  • Jack Henry core processing software
  • Previous knowledge of MWB products and services
Work Environment

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: Light work. The employee is constantly required to stand and walk. Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

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.