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Customer Service Manager

Company: Glacier Bancorp
Location: Sandpoint
Posted on: May 3, 2021

Job Description:

About The Role

We are in search of an amazing Customer Service Manager for our Ponderay branch. The CSM 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.

Do you love where you work? We do!!


* 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.

* 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.

* 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.

* 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.

* 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.

* 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.

* Maintain internal audit functions within branch operations. Report potential losses, fraud, kiting, embezzlement, etc. in a timely manner to the proper authority.

* 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.

* Ensures the staff understands the standards and expectations of HPC, the referral process and the TAF program.

* 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.

About You


* High school diploma or equivalent. * 3 years of retail banking experience. * Previous supervisory experience or documented supervisory training * Good knowledge of banking compliance, policies and procedures. * Good knowledge of local market conditions * Has an excellent understanding of banking operational policies and procedures * Excellent customer service skills * Advanced communication and interpersonal skills * Excellent math skills * Good computer skills


* Prior cash handling experience

* Jack Henry experience

* Previous knowledge of MWB products and services

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: 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.

What We Offer

COMPENSATION & BENEFITS: Salary is dependent upon relevant experience. We offer an extensive benefits package that includes, but is not limited to, flexible health coverage options: medical/dental/vision (partially employer paid with competitive premiums), health rewards program, possible employer contribution to a Health Savings Account, Employee Assistance Program (EAP); life insurance; 401K retirement plan with immediate vesting (up to 3% employer match, 3% automatic employer contribution, and profit sharing); discounted banking products and services; paid vacation/sick days, and paid holidays.

COMPANY OVERVIEW: At Glacier Bancorp, our employees are our most valuable asset. We seek qualified individuals who enjoy people, are innovative and eager to learn. We are dedicated to providing opportunities for personal advancement and professional growth by investing in the tools and training needed to build a personalized career path for you.

Glacier Bancorp, Inc. is a regional bank holding company headquartered in Kalispell, Montana with assets greater than $11 billion, operating in 15 bank divisions across 7 states (Montana, Idaho, Utah, Washington, Wyoming, Colorado and Arizona). We pursue a community banking philosophy, emphasizing personalized service combined with the full resources of a large banking organization. Over the years, Glacier Bancorp has received numerous awards for stability and soundness, and has repeatedly ranked among the top 10% in the nation for financial strength.

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.

Keywords: Glacier Bancorp, Coeur d'Alene , Customer Service Manager, Other , Sandpoint, Idaho

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