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!!
DUTIES AND RESPONSIBILITIES:
* 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
* 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
* 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.
* 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
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
Glacier Bancorp, Inc. does not sponsor applicants for work
visas. All applicants must be legally authorized to work in the
No Recruiters or unsolicited agency referrals please.