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Customer Service Manager
Glacier Bancorp
Boise, ID, United States
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Description
Come work for one of the top ten best places to work in Idaho! At Mountain West Bank, we love where we work!
We are in search of an amazing Customer Service Mgr. who will be responsible for ensuring that customers receive consistently high quality customer service in all aspects of their financial services. Acquires and retains core deposit accounts. Develop branch personnel into highly proficient individuals in customer service, selling and cross-selling accounts, services, and technical knowledge. Represents the Bank to the community in which the office is located through community activity and leadership. Leads and motivates the branch staff to increase profitability, growth, and productivity.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Ensure through training, personal example, and work atmosphere that all operational staff maintain a professional, courteous demeanor and provide customer service of the highest quality at all times.
2. Supervise and instruct customer service representatives according to established policies and procedures and accepted standards. Assign duties to meet work load fluctuations. Direct training of subordinate staff including remedial training when needed. Solve or assist in solving personnel and operational problems within the branch. Evaluate the performance of subordinate staff and recommend promotions, salary adjustments, disciplinary action, etc. to the Customer Service Manager.
3. Answer customer inquiries and resolve problems regarding operational and depository matters. Provide assistance to customers who need help with their account. Determine account and service needs of customers and prospective customers, referring them to the appropriate person for follow up and close of sale.
4. Oversee the courier process, work with couriers, prepare bags, and ensure all documentation is completed, filed and retained. If items need to be addressed, work with the manager.
5. Ensure that proper records are maintained and that safeguards and systems are in place for retention and storage as needed. Responsible for the training of personnel and maintenance of proper security procedures according to established Bank policy.
6. Responsible r for the preparation and submission of branch certifications, monthly operational reports, etc. Maintain proof of accounting records, teller balancing records including proof of overages and shortages, measures taken to locate differences, reports of differences not located in amounts reportable to Administration.
7. Maintain internal audit functions within branch operations. Report potential losses, fraud, kiting, embezzlement, etc. in a timely manner to the proper authority.
8. Assist the Customer Service Representatives in the performance of their duties and responsibilities including training them in the procedures related to their position, providing additional training if needed. Assume responsibility for all transactions processed by a Customer Service Representative that exceeds their assigned limits by reviewing the transactions and initialing to show approval on those that are authorized. Sign and authorize cashiers checks. Waive service charges and fees when appropriate and within specified authority. Verify teller and vault cash on a routine basis noting discrepancies and/or dollar amounts in excess of assigned limits. Approve temporary retention of excess cash on a limited basis as befitting the circumstances.
9. Ensures the staff understands the standards and expectations of HPC, the referral process and the TAF program.
10. 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.
Preferred Education and Experience
1. Prior cash handling experience
2. Jack Henry
3. Previous knowledge of MWB products and services
Come join our fabulous team!! Full Time benefits include medical, dental, vision, flexible benefit plan, life insurance, voluntary life insurance, short term disability, paid sick leave, paid vacation leave, personal days, holiday pay and 401(k) with profit sharing contributions.
Our benefits include:
• 2016 / 2017 Top 10 Best Places to Work in Idaho!
• A culture that promotes fun at work!
• Legendary Service Program
• Mountain West Bank University
• Promoting from within whenever possible
• Robust training program
• Living the FISH! Philosophy
• 401(k) Match with Profit Sharing Contribution
• Monthly casual days
• Employer pays a significant portion of Employee’s and dependents medical insurance
• Verizon cell phone discount – 17% off your bill!
• Numerous community service opportunities
• Employee loan discounts
• Discounted gym membership
• AFLAC supplemental insurance
• MWB family days
• Formal orientation program
• Random fun days!
• Annual employee appreciation day
• Pay it Forward day
• Wellness program with cash incentives
• Anniversary awards
• Free turkey at Thanksgiving
• Annual CEO visit
• Focus groups and fireside chats
• Annual benefit statements
• Education reimbursement
• Incentive programs for catching fraud and referring business
• Big Days!
• Logo wear credit
• Employee Assistance Program
Requirements
Required Education and Experience
1. High school diploma or equivalent.
2. 3 years or retail banking experience.
3. Previous supervisory experience or documented supervisory training
4. Good knowledge of banking compliance, policies and procedures.
5. Good knowledge of local market conditions
6. Has an excellent understanding of banking operational policies and procedures
7. Excellent customer service skills
8. Advanced communication and interpersonal skills
9. Excellent math skills
10. Good computer skills
ADA Requirements
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. 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.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.
Mountain West Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.