Call Center Representative

Glacier Bancorp, Inc.•Missoula, MT

About The Position

The role of the Representative is to be welcoming, build rapport, and provide outstanding service to Bank customers while providing customer support services. Position manages high volume of inbound calls in a timely manner. Answers phone with smile in voice, identifies customers needs, clarifies information, assists customers with technical issues, research issues, and provides solutions. Position works with multiple systems and applications to analyze and resolve a variety of complex technical issues while navigating in a technical environment.

Requirements

Six months to one year of similar or related customer service experience.
A high school degree or GED is required.
Working knowledge of standard office equipment. Basic computer skill with working knowledge or ability to learn various office software. Skills in areas related to operation of multi-line phone systems.
Communicate Effectively: both verbally and in writing with others in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques. Demonstrate soft phone skills by treating all customers in a polite and courteous manner.
Customer Service: We are community inspired and pride ourselves on offering exceptional service to both our internal and external customers. We expect you, as an employee, to embrace the FSB Way and to support our values and visions of Integrity, Service and Success.
Teamwork: demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.
Professionalism: Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner; maintain credibility with others.
Ethical Behavior: Model high standard of honesty, integrity, trust, and openness. Understand and follow through with appropriate standards of conduct and moral judgement; willing to act outside the norm when needed to adhere to ethical principles. Communicate and demonstrate actions in a consistent manner. Respect others, regardless of individual capabilities, agendas, opinions or needs.
Confidentiality: Maintain strict confidentiality regarding any information obtained during performing job duties; adhere to Bank policies and procedures regarding confidentiality.
Quality Management: Adhere to guidelines, protocol, policies, and procedures and supervisory directives; improve and promote work quality; demonstrate accuracy, thoroughness, and attention to detail; strive to achieve good results.
Adaptability: Adapt positively to change; manage competing demands and effectively handle changes, delays and/or unexpected events with a positive attitude.
Planning and Organization: Prioritize, organize, and plan work; use time efficiently; and achieve results within time frames. Complete work in a timely, accurate manner and be conscientious about assignments and deadlines.
Judgment/Problem Solving: Display ability and willingness to make sound decisions; identify and resolve problems in a timely and positive manner; exhibit sound judgment; appropriately handles both routine and non-routine situations.
Individual Responsibility and Accountability: Accept responsibility for own work performance; accept responsibility for own actions and outcomes and does not blame others. Demonstrate willingness to take initiative in performing job duties, resolving issues, and making suggestions for improvement. Conduct follow-through and meets commitments and agreements in a timely manner; relied upon by others as a source of valid information.
Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.
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.

Nice To Haves

Banking experience or basic understanding of banking terminology and/or prior call center experience is preferred.
Working knowledge of bank products and services is preferred.

Responsibilities

Answer calls using multi-line phone system. Assist customers on the phone/chat/in-person by providing requested/necessary service or information and/or directing calls to the appropriate department or person.
Resolve customer service inquiries with on-call resolution or one-call follow-up. Gather information, evaluate opinions, and offer the best solutions. Provide advanced troubleshooting to customers outside of a scripted environment.
Work with multiple systems and applications and analyze and resolve a variety of complex technical issues, while navigating in a technical environment. Assist customer by helping to fix technical issues while providing a fantastic and positive customer experience.
Input customer Harland check order requests, update customer information when requested; complete customer research as requested; process Debit Card disputes and requests. Work with IVR customers to reset PINs and resolve Phone Banking issues.
Maintain open communication with supervisor through sharing and accepting suggestions and ideas. Promote team efforts in all areas. Adjustments to change is necessary while maintaining a positive attitude.
When appropriate, engage customers to learn about their financial needs, advise them of appropriate products and services, and generate leads for other members of the sales team to close by making professional referrals for cross-selling opportunities. Participate in sales events and activities.
Utilize knowledge of all online NetTeller, Bill Pay, and Mobile banking products and services to assist customers with problem resolution, troubleshooting, and PIN resets. Assist in management of a shared departmental inbox by processing requests received in a timely manner.