Call Center Representative II

Position Summary:

Call Center Representative will be responsible for servicing incoming customer calls for two Glacier Banks Divisions, First Bank of Wyoming and First state Bank of Wyoming. Answering customer questions, processing out-going wire transactions, and resolving account issues with extraordinary customer service. Employee will have extensive contact with customers, potential customers and bank staff. Will interact in a professional and courteous manner. The employee will conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank and insure the importance of customer confidentiality. Must thoroughly understand relevant legal parameters, internal policy and procedures, FDIC guidance, applicable accounting issues, and the administrative processes involved in choosing a proper course of action while adhering to and exemplifying our Core Values: Embrace Responsibility, Execute with Excellence, Pursue Growth & Learning, Thrive Together.

Major Duties & Responsibilities:

• Answer incoming calls for First Bank of Wyoming and First State Bank of Wyoming, using the appropriate division name, verifying caller identity, and providing prompt, professional service to customers and employees.
• Provide accurate information and support regarding bank products, services, and accounts; resolve issues within authority or escalate appropriately with recommendations.
• Respond to customer inquiries received through multiple channels, including Online Banking Secure Messages, Synapsys (JHA), Banno, the Glacier Bank website, and social media platforms.
• Assist customers and provide back-office support for account maintenance including telephone transfers, stop payments, check orders, address changes, dormant account reactivations, new online banking setups, password resets, limit increases, and wire transfers.
• Handle ACH, Zelle, and debit card inquiries and disputes, ensuring thorough resolution and documentation.
• Provide requested documents such as statement printouts and check copies.
• Monitor for fraudulent activity, recognize red flags, and support fraud prevention by advising team members and following appropriate procedures.
• Promote and refer relevant bank services such as iTalk, online banking, and eStatements.
• Assist in reviewing daily operational reports and ensure accurate documentation and processing of transactions.
• Accurately transfer calls and route inquiries to appropriate staff and departments.
• Deliver extraordinary service and viable solutions that align with customer needs and bank policies.
• Meet department goals for average call volume and service efficiency.
• Train, mentor, and support new and existing team members to maintain a high level of knowledge and service consistency.
• Ensure all assigned training courses are completed within required timeframes. Seek clarification from supervisors as needed to ensure understanding of training content.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the OFAC.
• Adhere First Bank of Wyoming's Core Values and represent the bank professionally
• through a positive attitude, appropriate appearance, confidentiality, punctuality, and adaptability to meet customer and bank needs.
• Provide superior customer service to both internal and external customers, demonstrating courtesy, professionalism, and respect at all times.
• Maintain physical presence in the workplace and full alertness during working hours to ensure effective customer service and overall job performance.
• Participate in community service and bank-sponsored activities that align with the mission and values of First Bank of Wyoming.
• Attend and actively participate in required training, staff meetings, and other bank functions.
• Maintain a clean and organized work area to ensure customer privacy.
• Maintain regular and predictable attendance to support effective communication and customer interactions.
• Other duties as requested or assigned.

Education and Experience:

• High school diploma or equivalent required.
• 1 to 3 years of customer service or related experience, including preparatory experience, required.
• Prior banking experience is highly preferred.

Required Skills and Abilities

• Proven ability to establish and maintain effective working relationships with peers, supervisors, and employees at all levels; a strong team player with excellent interpersonal skills and a passion for delivering outstanding customer service with courtesy, professionalism, and tact.
• Strong verbal and written communication skills, including the ability to clearly understand, follow, and apply complex written, oral, or diagram instructions, and to write routine reports and correspondence effectively.
• Exceptional organizational skills and keen attention to detail, enabling effective performance in fast-paced, deadline-driven environments.
• Demonstrated problem-solving skills with the ability to manage multiple tasks and heavy workloads simultaneously while prioritizing effectively to meet competing deadlines.
• Calm and professional demeanor under pressure, maintaining a positive and service-oriented attitude at all times.
• Self-motivated, adaptable, and able to work quickly and accurately both independently and collaboratively as part of a team.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and other general business software; strong 10-key proficiency and solid computer literacy, including working knowledge of spreadsheets, word processing, and standard office equipment.

Interpersonal Skills:

A significant level of trust, credibility, and diplomacy is required. In-depth dialogues, conversations, and explanations with customers, direct and indirect reports, and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

Physical Requirements:

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 (Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion) balance (Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium) stoop (Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles) Kneel (Bending legs at knee to come to a rest on knee or knees) crouch (Bending the body downward and forward by bending leg and spine) pull (Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion)

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.

Working conditions:

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

Mental 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 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.

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. 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.