Call Center Representative

Glacier Bancorp, Inc.•Helena, MT

6h•Onsite

About The Position

As a primary contact for receiving incoming calls, you are responsible for providing direct support services to customers or connect them with the staff that can provide them the specific assistance they need. DUTIES AND RESPONSIBILITIES: Responsible for the initial customer contact on the phone ensuring that the customer is greeted, welcomed, acknowledged, and properly directed to the appropriate department. Responsible for developing and retaining customer relationships through active listening and Refer customers, as appropriate, to Personal Bankers, Business Bankers, Real Estate Bankers or other departments as needed by gathering basic information regarding the customer’s request and ensuring follow-up by appropriate staff. Perform monitoring and maintenance of daily reports. Perform research, maintenance, and technical support for incoming requests for bill pay, online banking, remote deposit, and debit cards. Assist with account research, general maintenance, returns & fraud disputes, and check ordering as needed. Ensure that proper records are maintained, and safeguards systems and retention of storage as needed. Act promptly with regard to customer requests, following through on commitments and obligations. Ask follow-up questions to determine if customer’s needs/expectations have been met to provide a complete solution for each customer. Other Accountabilities and Responsibilities: Consistently maintain regular and reliable attendance. Take part in community development through volunteer opportunities and/or board participation with non-profits and other community organizations. Participate in community service and bank-sponsored activities that serve and support the mission and values of Valley Bank. Comply with all company policies and procedures and all applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. NOTE: Only minimum duties listed. Other responsibilities may be required as requested by Management. This position is not a remote position.

Requirements

2 years customer service experience.
Excellent Telephone skills.
Thorough understanding of customer service.
Knowledge of Valley Bank products/services to effectively present appropriate solutions to customers.
Ability to work under pressure.
Work quickly and accurately.
Excellent verbal communication skills.
Knowledge of banking regulations.
Ability to establish and maintain effective working relationships with employees, other departments, and the public.
Ability to work both independently and in a team environment.
Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
Typical office environment. Able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Routinely perform work on computer for an average of 6-8 hours per day.

Nice To Haves

Prefer 1 year of bank experience.

Responsibilities

Responsible for the initial customer contact on the phone ensuring that the customer is greeted, welcomed, acknowledged, and properly directed to the appropriate department.
Responsible for developing and retaining customer relationships through active listening and Refer customers, as appropriate, to Personal Bankers, Business Bankers, Real Estate Bankers or other departments as needed by gathering basic information regarding the customer’s request and ensuring follow-up by appropriate staff.
Perform monitoring and maintenance of daily reports.
Perform research, maintenance, and technical support for incoming requests for bill pay, online banking, remote deposit, and debit cards.
Assist with account research, general maintenance, returns & fraud disputes, and check ordering as needed.
Ensure that proper records are maintained, and safeguards systems and retention of storage as needed.
Act promptly with regard to customer requests, following through on commitments and obligations. Ask follow-up questions to determine if customer’s needs/expectations have been met to provide a complete solution for each customer.
Consistently maintain regular and reliable attendance.
Take part in community development through volunteer opportunities and/or board participation with non-profits and other community organizations.
Participate in community service and bank-sponsored activities that serve and support the mission and values of Valley Bank.
Comply with all company policies and procedures and all applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

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.
Coverage is available to employees and their eligible dependents in accordance with our written plan documents.
You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services.
We also offer a generous Paid Time Off (PTO) plan and paid holidays.
PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees.
PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy.
Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays.
In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays.

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