Call Center Rep

Join a company that celebrates employees and cares about community. Starting Wage: $18.20/hr work location:
Kalispell, Bigfork, or Ronan, MT.

The Customer Support Specialist will be responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service. Employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner to enhance the efficiency and image of the bank.

• Answer incoming telephone inquiries for Glacier Bank providing prompt and extraordinary service.
• Transfer calls to outside offices and staff members efficiently.
• Process telephone transfer requests, check orders, stop payments, Visa Check Card orders/reorders.
• Provide customer service on ACH and ATM inquiries and disputes, online 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.
• Refer services and products to include Xpress phone, online banking, e-statements, ODP’s.
• Basic knowledge of bank products such as checking, savings, money market, CDs, online banking, VISA check cards, and lending products such as consumer, heloc, mortgage.
• Use Jack Henry System and other supporting systems properly.
• Basic knowledge of compliance and regulatory issues (e.g., certain regs E, CC).
• Average number of calls processed daily meets production standards within the department.

• Service Quality – embrace service pledge and provide extraordinary and consistent service to all internal and external customers.
• Listen to and ask about customers' needs.
• Participate in required training, staff meetings, and lobby displays.
• Participate in community service and bank-sponsored activities that serve and support Glacier Bank's mission and values.
• Provide superior internal and external customer service; demonstrate self-governance, courtesy, and respect.
• Complete required bank training courses within assigned time frame(s).
• Comply with all company policies and procedures and applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Represent Glacier Bank professionally; maintain a professional image, confidentiality, a positive “can-do” attitude, flexibility, and adaptability.
• Keep work area tidy and maintain customer privacy.
• Consistently maintain regular and reliable attendance.
• Additional duties as requested or assigned.

• High degree of attention to detail and excellent organizational skills.
• Ability to prioritize and organize heavy workload and demonstrate effective time management.
• Professional manner and courtesy, customer service, and tact in a fast-paced environment.
• Work quickly and accurately; perform effectively under pressure; meet multiple deadlines; make decisions based on regulations, company policy, knowledge, and experience.
• Work both independently and in a team.
• Understand and follow complex written and oral instructions.
• Communicate effectively verbally and in writing.
• Basic computer skill with working knowledge of word processing, spreadsheets, ten‑key, and general computer applications.
• Working knowledge of standard office equipment.
• High school diploma or equivalent.

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

• Must be able to routinely perform work indoors in climate‑controlled shared work area with moderate noise level.
• Must be capable of occasional travel (less than 10 days per year) by automobile or airline; ability to lodge in public facilities.

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…