Customer Resource Specialist

About the Role

Be a Customer Service Rockstar and help us continue our legacy of service excellence! Our Customer Support/Digital Branch Team is the voice of our company, and our strongest champions of our Core Values: Honesty and Integrity, Service to the Customer, Teamwork, Respect for the Individual, and Giving to the Communities We Serve. Be an outstanding Customer Resource Specialist that consistently delivers excellent service, support and solutions to our customers. Work in an extremely fast paced, customer-centric role, that is responsible for handling a significant volume of customer interactions, in a professional, efficient and courteous manner Promptly respond to customer questions and accurately identify customer needs or underlying issues 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 Support Team.

This position is eligible for medical, dental, vision, paid time off and 401(k).

The salary range for this position is $17.50-$18.50 per hour . All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Bank Happy. Work Happy. Right Here. 

DUTIES AND RESPONSIBILITIES:

• Responsible for the timely, accurate, efficient and professional completion of customer service functions in accordance with department expectations.
• Answer all calls promptly, within 20 seconds and professionally using BSJ’s Service Call Evaluation form as their guide.
• Take 100% ownership of the call by staying engaged thru collaboration and follow thru until the concern has been resolved.
• Resolve customer needs promptly and professionally, on their First Call, by identifying the root cause and taking ownership of the call to resolution.
• Effectively communicates resolution to the customer in a timely and professional manner.
• Research, document, and resolve errors promptly, accurately, and efficiently.
• Be knowledgeable on and provide concise and meaningful product information or be able to eloquently explain policies and procedures if applicable to the customer’s situation.
• Accurately provide basic account information of all account types to customers including, but not limited to; balances, deposit amounts, check amounts, NSF fees and payment amounts and due dates.
• Actively and professionally educate customers on BSJ products and services using a needs-based approach.
• Perform basic account/system maintenance. Including but not limited to; stop payments, Internet Banking/Cash Management, telephone banking, verification of deposit, debit cards, hold placement, check orders, account research, debit card and ACH disputes.
• Resolve customer Netteller emails.
• Quickly and efficiently respond directly to customer inquires by phone call, secure email, or other BSJ approved method of communication.
• Forward Netteller emails to appropriate staff in branch locations for resolution. Follow up as needed to ensure the resolution took place and has been communicated to the customer.
• Responsible for promptly responding to customer voicemails left for the Department.
• Respond directly to customer by phone or other BSJ approved method of communication.
• Forward voicemail message to appropriate staff in branch locations for resolution. Follow up as needed to ensure the resolution took place and has been communicated to the customer.
• Responsible for ensuring all emails sent to BSJ Ticket are resolved and worked in a timely manor following company policy and procedures. Tickets should not take precedence over incoming calls unless urgent.
• Serve as a back up for wire processing ensuring that company policy and procedures are followed.
• Must maintain a thorough knowledge of policies and procedures in order to be able to work independently or as a team with little direct supervision.
• Department is spread out geographically and supervisor or other team members may not be in the same location.
• Must be able to use email, instant message, and phone calls efficiently to communicate with supervisor and other team members.
• Must exercise good judgement and decision making to quickly and efficiently resolve customer inquiries, concerns, or requests using our Core Values as a guide.

Additional Responsibilities

• Adhere to Bank of the San Juans Company Core Values.
• 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.
• Demonstrate a Customer First approach when prioritizing tasks.
• Demonstrate a high degree of accuracy when performing maintenance on customer accounts.
• Keeps management appropriately informed of area activities and of any significant problems. Problems that impact our customers or are urgent in nature must be communicated immediately upon identification.
• Participate in Community Service and Bank sponsored activities that serve and support the mission and values of the Bank of the San Juans.
• Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
• Complete required bank and BVS training courses within assigned time frame(s).
• Represent Bank of the San Juans in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy. Attends and participates in meetings as required.
• Additional duties as requested or assigned.

About You

QUALIFICATIONS:

• A high school degree or GED.
• Six months to two years of banking experience, including time spent in preparatory positons.

KNOWLEDGE, SKILL, ABILITY:

• Disired Knowledge:
• Bank rules and regulations.
• General knowledge of Bank products and services.
• Knowledge of Bank operating systems.
• Skills and Abilities:
• Strong written and verbal communication skills
• Ability to work well under pressure and at an extremely fast pace
• Ability to work in noisy environment
• Ability to operate a multi-line phone system, computer, and related software
• Understanding of Microsoft Word, Excel, and Outlook
• Solid math skills and bookkeeping abilities
• Excellent Customer Service skills.
• Ability to establish and maintain effective working relationships with co-workers, customers, and the public.

WORK ENVIRONMENT: 

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 (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

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.

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: Exert 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.

What We Offer

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, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, Paid Time Off (PTO) and holidays. Visit our website for more details!

COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. Check it out! 

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.

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