Call Center Representative

About The Role Are you interested in a career where you can enhance the lives of your customers, co-workers, and community? First Bank of Montana is hiring a Call Center Representative to be located in one of our nine branches! This position requires great customer service skills, a positive attitude, expressed enthusiasm and a high level of accuracy.
The successful candidate will be responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service.
He or she will be required to follow established procedures and must have the ability to work in a team atmosphere and promote products and services.
Professionalism, confidentiality, good attendance, punctuality, flexibility and adaptability are a must! Position complies with all banking laws and regulations.
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.
Must complete the assigned online training courses and achieve a passing score by due date.
DUTIES AND RESPONSIBILITIES: Call Center Representative Essential Functions: Answer incoming telephone inquiries, providing prompt and extraordinary service.
Correctly and efficiently transfer calls to other staff members as required.
Process telephone transfer requests, check orders, stop payments, debit card orders/reorders.
Provide customer service on ACH and ATM inquiries and disputes, online banking inquiries, and password resets.
Provide statement printouts and check copy requests to customers.
Provide viable solutions to meet customer needs.
Adhere to branch, bank, and corporate policies and procedures while providing extraordinary service.
Refer services and products, to include Xpress phone, online banking, e-statements, ODP’s.
Mid-level to in-depth knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, online banking, debit cards, and lending products such as consumer/HELOC/mortgage products.
Promote Tell-A Friend.
Proper usage of Jack Henry system and other supporting systems.
Thorough knowledge to navigate system is required to help our customers.
Work with multiple systems and applications, and analyze and resolve a variety of completely technical issues while navigating in a technical environment.
Assist customers by helping to fix technical issues while providing a fantastic and positive customer experience.
Extensive knowledge of compliance and regulatory requirements, including Regs E and CC.
Average number of calls processed daily must meet productions standards within the department.
Maintain existing account relationships through prompt and courteous service.
Other Job Functions: Perform job functions in compliance with all company policies and procedures, federal and state rules and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
Keep management appropriately informed of area activities and of any significant problems.
Participate in community service and bank sponsored activities that serve and support the mission and values of First Bank of Montana.
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).
Represent First Bank of Montana 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.
Attend and participate in meetings as required.
Regular and predictable attendance is an essential function of this job in order to accomplish, among other things, handling of incoming calls.
Additional duties as requested or assigned.
About You QUALIFICATIONS: Education and Experience: High School Diploma or Equivalent One Year Banking Experience Preferred Customer Service and/or Bank Operations Experience Preferred KNOWLEDGE, SKILL, ABILITY: Ability to work quickly and accurately Ability to understand and follow written and oral instructions Strong verbal and written communication skills High degree of attention to detail Excellent organizational skills to perform in a fast-paced environment meeting multiple and sometimes competing deadlines Ability to make decisions based on regulations, company policy and procedures, knowledge, and experience Ability to prioritize and organize heavy workloads and demonstrate effective time management skills Good knowledge of Microsoft applications such as Word, Excel, Outlook, etc.
and the ability to learn new systems/applications WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with minimal 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.
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: 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.
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.
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.
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.