Customer care Rep

About The Role

Altabank, Division of Glacier Bank, is looking for a Full‑time Customer Care Representative for our Pleasant Grove Service Center.

This role manages a large volume of inbound customer calls in a timely manner while consistently delivering excellent service, support and solutions to our customers. Promptly respond to customer questions and accurately identify underlying issues/needs and provide meaningful solutions on accounts, orders, payments, products, and services. Accurately completes and maintains related reports, records, files and scanning in a timely manner. Educates customers on our products and services and supports all functions within the Customer Care Team.

Develop banking relationships with customers and assist with banking needs such as recommending Altabank products and services.

This is an in‑office position.

• Build strong relationships and engage customers by providing a superior level of service and support with every customer interaction. Respond to customers' needs, inquiries and concerns in an accurate, effective, and timely manner.
• Protect and maintain confidentiality with all customers financial data when handling customer requests and transactions. Confirm customer information is up to date with each interaction.
• Develop and maintain knowledge of Altabank retail and consumer loan products and services. Understand the benefits of these products and services.
• Resolve customer needs promptly and professionally, on their First Call, by identifying the root cause and taking ownership of the call to resolution.
• Consistently apply sound decision‑making techniques pertaining to customer inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits. As needed, elevate issues to the next level of authority.
• Accurately provide basic account information of all account types to customers including, but not limited to; balances, deposit amounts, check amounts, NSF fees, payment amounts and due dates.
• Perform basic account/system maintenance including, but not limited to; stop payments, phone/address changes, verification of deposit, hold placement, check orders, account research, eBanking, debit card activation, replacement, disputes and travel notes.
• Resolve customer Netteller emails. Respond directly to customer inquiries by phone call, secure email, or other Altabank approved method of communication. Forward emails to appropriate staff in branch locations as needed for resolution.
• Respond promptly to customer voicemails left for the Department. Respond directly to customer and/or forward voicemail message to appropriate staff in branch locations as needed.
• Research, document, and resolve errors promptly, accurately, and efficiently.
• Maintain and manage personal composure when confronted with a difficult situation and/or customer, with the ability to provide clients with information, advice and solutions, as well as gain their trust.
• Meet or exceed individual call performance metrics, contributing to established Customer Care KPIs/service level goals. Contributes to the success of the Customer Service Center Department with willingness to share in all department responsibilities.
• Know and recognize Red Flags for fraudulent transactions and activities.
• Help customers improve their banking experience and enhance customer relationships by recommending and referring bank products and services that meet their banking needs.
• 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.
• Complete required bank training courses within assigned time frame(s). It is the individual learner responsibility to ensure that they understand the information given to them in each training. If the learner does not understand the information given, they need to reach out to their supervisor for further clarification or additional training.
• Adhere to Altabank Core Values.
• Keep management appropriately informed of area activities and any significant problems.
• Participate in community service and bank‑sponsored activities that…