Call Center Representative II

Position Summary:

The Call Center Representative is responsible for servicing incoming customer calls for two Glacier Bank divisions: First Bank of Wyoming and First State Bank of Wyoming. This includes answering customer questions, processing outgoing wire transactions, and resolving account issues while delivering extraordinary customer service. The role involves extensive contact with customers, potential customers, and bank staff, requiring professional and courteous interactions at all times.

The representative is expected to conduct themselves in a manner that enhances the overall efficiency and image of the bank, while maintaining strict confidentiality. A thorough understanding of relevant legal parameters, internal policies and procedures, FDIC guidance, applicable accounting issues, and administrative processes is essential to determine appropriate courses of action. All responsibilities should be carried out in alignment with the bank's Core Values: Embrace Responsibility, Execute with Excellence, Pursue Growth & Learning, Thrive Together.

This is a division-level position that may be located in one of the following offices: Bridger Valley, Cody Admin, Evanston Center Street, Kemmerer, Powell, or Rock Springs. The entry pay for this position is $17.48 per hour (calculated for Powell, WY).

All compensation offers are analyzed individually and take into consideration multiple factors including but not limited to geographic location, years of experience, and educational background.

Essential Functions:

• Provide exceptional customer service by answering calls for First Bank of Wyoming and First State Bank of Wyoming, verifying caller identity, and delivering accurate information regarding bank products, services, and accounts. Resolve inquiries or escalate with recommendations as needed.

• Assist customers with financial requests, account questions, and product inquiries across multiple platforms including secure messages, Synapsys (JHA), Banno, Glacier Bank website, and social media. Take ownership of customer issues and ensure timely, professional resolution.

• Support account maintenance tasks such as transfers, stop payments, check orders, address changes, dormant account reactivations, online banking setup, password resets, limit increases, and wire transfers. Handle ACH, Zelle, and debit card inquiries and disputes, ensuring thorough documentation and resolution.

• Provide requested documents such as statements and check copies while maintaining confidentiality. Review operational reports, process transactions accurately, and route calls appropriately to ensure seamless service.

• Monitor for fraudulent activity, identify red flags, and follow fraud prevention procedures. Promote bank services including iTalk, online banking, and eStatements to enhance customer experience.

• Train and mentor team members to ensure consistent service standards. Complete required training on time, seek clarification when needed.

• Take ownership of customer issues and ensure resolution to their satisfaction. Maintain a positive attitude and display courteous, respectful behavior toward customers and coworkers. Represent the bank professionally through appearance, punctuality, confidentiality, and adaptability. Regular and predictable attendance in order to accomplish, among other things, in-person contact with customers. 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 support the mission and values of First Bank of Wyoming. Adhere to First Bank of Wyoming's Core Values. Comply with all applicable banking laws, regulations, company policies, and procedures, including the Bank Secrecy Act, USA Patriot Act, and Office of Foreign Asset Control.Perform other duties as assigned.

• Perform other duties as 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

• Self-motivated, detail-oriented, and passionate about customer service, with the ability to build rapport across all levels of the organization. Demonstrates excellent organizational and time management skills, effectively prioritizes multiple tasks, and performs under pressure while meeting deadlines. Strong problem-solving abilities, adaptability, and flexibility in day-to-day activities are essential.
• Possesses effective verbal and written communication skills, is comfortable writing routine reports and presenting information, and can follow complex written and oral instructions. Maintains confidentiality, engages in community involvement, and transitions seamlessly between roles to meet customer needs.
• Proficient in basic computer applications including word processing, spreadsheets, and ten-key, with working knowledge of standard office equipment. Capable of working independently and collaboratively, applying common sense understanding, and maintaining professionalism in all interactions.

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.