Call Center Representative

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.

DUTIES AND 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.

ESSENTIAL FUNCTIONS:

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. Maintain strict confidentiality of customer's personal and financial information.

Develop and improve skills through training programs and regular feedback discussions with supervisors which help further professional development. Participate in all training sessions and complete all assigned OnCourse training courses and achieve a passing score by due date.

Adhere to First Security Bank's core values; represent the bank in a professional manner which includes a professional image, confidentiality, positive 'can-do' attitude, good attendance, punctuality, flexibility, and adaptability in meeting internal and external customer needs.

Display excellent customer service with both internal and external clients. Embody First Security Bank's "Welcome" tenets:

• Warm - Demonstrate warmth; be genuine and approachable
• Engage - Engage with teammates and customers; be present in every interaction
• Listen - Actively listen to employees and clients
• Connect - Build relationships, connect with the community and teams
• Opportunity - Seek out opportunities to serve others
• Modify - Modify your approach to meet employees and clients where they are; style-flex and adapt as appropriate
• Experience - Create a true experience for the client by providing exceptional customer service on their financial journey

Must be capable of regular, reliable, and timely attendance to accomplish essential job functions including in-person contact with internal and external customers.

Position performs other duties as needed/assigned.

QUALIFICATIONS:

• Six months to one year of similar or related customer service experience.
• 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.
• A high school degree or GED is required.

KNOWLEDGE, SKILL, ABILITY:

• 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.

WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

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. The employee may also be required to: climb, balance, stoop, kneel, crouch, crawl, push, and pull.

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.

Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

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.

COMPENSATION & 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. Visit our website for more details

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, 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.

No Recruiters or unsolicited agency referrals please.