Call Center Representative- Kalispell

$13.50 hourly
  • Glacier Bank
  • Kalispell, MT, USA
  • Oct 05, 2020
Full time Customer Service Telecommunications

Job Description

About the Role

The Call Center Rep 1 will be responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service.  The employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner, and conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank.

 
Essential Functions

  • 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 regulation and policies and providing extraordinary service
  • Refers 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, on-line 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 regs (E, CC)
  • The average number of calls processed daily meets productions standards within the department


Additional Responsibilities

  • 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: must demonstrate self-governance, courtesy, and respect toward external customers as well as internal customers (all organization personnel).
  • Complete required bank and BVS training courses within the assigned time frame(s).
  • 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 Assets Control.  Must 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, good attendance, punctuality, flexibility, and adaptability in meeting bank and customer needs.  Keep the work area tidy and maintain customer privacy.
  • Additional duties as requested or assigned.


About You

Required Qualifications

  • A high degree of attention to detail as well as excellent organizational skill(s) to perform in a fast-paced environment.
  • Must have the ability to prioritize and organize heavy workload(s) and demonstrate effective time management skill(s).
  • Must have the ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced/deadlines-oriented environment.
  • Ability to work quickly and accurately: perform effectively under pressure; meeting multiple and sometimes competing deadlines and make decisions based on regulation(s), company policy(s), 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.


Preferred Qualifications

  • Customer service and sales experience preferred.
  • A moderate level of banking knowledge desired.


Work Environment

Must be able to routinely perform work indoors in a climate-controlled shared work area with a 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. 


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 the 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 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.


What We Offer

COMPENSATION & BENEFITS: 

The salary is dependent upon relevant experience. We offer an extensive benefits package that includes, but is not limited to, flexible health coverage options: medical/dental/vision (partially employer paid with competitive premiums), health rewards program, possible employer contribution to a Health Savings Account, Employee Assistance Program (EAP); life insurance; 401K retirement plan with immediate vesting (up to 3% employer match, 3% automatic employer contribution, and profit-sharing); discounted banking products and services; paid vacation/sick days, and paid holidays. 


COMPANY OVERVIEW:
 

At Glacier Bancorp, our employees are our most valuable asset. We seek qualified individuals who enjoy people, are innovative, and eager to learn. We are dedicated to providing opportunities for personal advancement and professional growth by investing in the tools and training needed to build a personalized career path for you.

Glacier Bancorp, Inc. is a regional bank holding company headquartered in Kalispell, Montana with assets greater than $12 billion, operating in numerous community bank divisions across 8 states (Montana, Idaho, Utah, Washington, Wyoming, Colorado, Arizona, and Nevada). We pursue a community banking philosophy, emphasizing personalized service combined with the full resources of a large banking organization. Over the years, Glacier Bancorp has received numerous awards for stability and soundness and has repeatedly ranked among the top 10% in the nation for financial strength.


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, age, 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.