Customer Resource Specialist

Bank of the San Juans; Grand Junction (CO); On-site; USD 24,796 - 28,929; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off (PTO)

401(k)

Job summary

Bank of the San Juans in Colorado seeks a Customer Resource Specialist to handle a high volume of customer interactions with honesty and integrity. You will educate customers on products, resolve issues on accounts, and maintain accurate records while working in a fast-paced, customer-centered environment.

The role emphasizes strong communication, problem solving, and teamwork to deliver outstanding service and support across channels.

Qualifications

• High school diploma or GED is required.
• Six months to two years of banking experience is preferred.

Responsibilities

• Handle customer service functions promptly and professionally.
• Respond to Netteller emails and forward to appropriate staff.
• Answer voicemails and follow up to ensure resolution.
• Ensure timely, accurate maintenance of customer accounts and records.
• Educate customers on Bank of the San Juans products and services.

Skills

Strong communication

Communicate under pressure

Fast-paced environment

Multi-line phone system

Microsoft Word/Excel/Outlook

Math and bookkeeping

Customer service

Relationship building

Education

High school diploma or GED

Job description

About The Role

Be a Customer Service Rockstar and help us continue our legacy of service excellence! The Customer Support/Digital Branch Team is the voice of our company, and our strongest champions of our Core Values: Honesty and Integrity, Service to the Customer, Teamwork, Respect for the Individual, and Giving to the Communities We Serve. Be an outstanding Customer Resource Specialist that consistently delivers excellent service, support and solutions to our customers. Work in an extremely fast paced, customer‑centric role, that is responsible for handling a significant volume of customer interactions in a professional, efficient and courteous manner. Promptly respond to customer questions and accurately identify customer needs or underlying issues and provide meaningful solutions on accounts, orders, payments, products and services. Accurately complete and maintain related reports, records, files and scanning in a timely manner. Educate customers on our products and services and support all functions within the Customer Support Team.

This position is eligible for medical, dental, vision, paid time off and 401(k).

The salary range for this position is $18.50–$21.00 per hour. 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.

Bank Happy. Work Happy. Right Here.

DUTIES AND RESPONSIBILITIES

• Responsible for the timely, accurate, efficient and professional completion of customer service functions in accordance with department expectations.
  • Answer all calls promptly, within 20 seconds and professionally using BSJ's Service Call Evaluation form as their guide.
  • Take 100% ownership of the call by staying engaged through collaboration and follow‑through until the concern has been resolved.
  • Resolve customer needs promptly and professionally, on their First Call, by identifying the root cause and taking ownership of the call to resolution.
  • Effectively communicate resolution to the customer in a timely and professional manner.
  • Research, document, and resolve errors promptly, accurately and efficiently.
  • Be knowledgeable on and provide concise and meaningful product information or be able to eloquently explain policies and procedures if applicable to the customer's situation.
  • Accurately provide basic account information of all account types to customers including balances, deposit amounts, check amounts, NSF fees and payment amounts and due dates.
  • Actively and professionally educate customers on BSJ products and services using a needs‑based approach.
  • Perform basic account / system maintenance, including but not limited to stop payments, Internet Banking/Cash Management, telephone banking, verification of deposit, debit cards, hold placement, check orders, account research, debit card and ACH disputes.
• Resolve customer Netteller emails.
  • Quickly and efficiently respond directly to customer inquiries by phone call, secure email or other BSJ approved method of communication.
  • Forward Netteller emails to appropriate staff in branch locations for resolution. Follow up as needed to ensure the resolution took place and has been communicated to the customer.
• Responsible for promptly responding to customer voicemails left for the Department.
  • Respond directly to customer by phone or other BSJ approved method of communication.
  • Forward voicemail message to appropriate staff in branch locations for resolution. Follow up as needed to ensure the resolution took place and has been communicated to the customer.
• Responsible for ensuring all emails sent to BSJ Ticket are resolved and worked in a timely manner following company policy and procedures. Tickets should not take precedence over incoming calls unless urgent.
• Serve as a back up for wire processing ensuring that company policy and procedures are followed.
• Must maintain a thorough knowledge of policies and procedures in order to be able to work independently or as a team with little direct supervision.
  • Department is spread out geographically and supervisor or other team members may not be in the same location.
  • Must be able to use email, instant message and phone calls efficiently to communicate with supervisor and other team members.
  • Must exercise good judgement and decision making to quickly and efficiently resolve customer inquiries, concerns or requests using our Core Values as a guide.

Additional Responsibilities

• Adhere to Bank of the San Juans Company Core Values.
• 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.
• Demonstrate a Customer First approach when prioritizing tasks.
• Demonstrate a high degree of accuracy when performing maintenance on customer accounts.
• Keep management appropriately informed of area activities and of any significant problems. Problems that impact our customers or are urgent in nature must be communicated immediately upon identification.
• Participate in Community Service and Bank sponsored activities that serve and support the mission and values of the Bank of the San Juans.
• Provide superior internal and external customer service: must demonstrate self‑governance, courtesy and respect toward external and internal customers.
• Complete required bank and BVS training courses within assigned time frame(s).
• Represent Bank of the San Juans in a professional manner which includes a professional image, confidentiality, a positive can‑do attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy. Attend and participate in meetings as required.
• Additional duties as requested or assigned.

About You

QUALIFICATIONS

• A high school degree or GED.
• Six months to two years of banking experience, including time spent in preparatory positions.

KNOWLEDGE, SKILL, ABILITY

• Desired Knowledge
  • Bank rules and regulations.
  • General knowledge of Bank products and services.
  • Knowledge of Bank operating systems.
• Skills and Abilities
  • Strong written and verbal communication skills.
  • Ability to work well under pressure and at an extremely fast pace.
  • Ability to work in noisy environment.
  • Ability to operate a multi‑line phone system, computer and related software.
  • Understanding of Microsoft Word, Excel and Outlook.
  • Solid math skills and bookkeeping abilities.
  • Excellent Customer Service skills.
  • Ability to establish and maintain effective working relationships with co‑workers, customers and the public.

WORK ENVIRONMENT

Must be able to routinely perform work indoors in a climate‑controlled shared work area with moderate noise level. Must be capable of occasional travel (less than 10 days per year) by automobile, commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.

PHYSICAL DEMANDS

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 or descending stairs in an emergency situation.

Specific lifting abilities required by this job include: Exert 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 or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

What We Offer

COMPENSATION & BENEFITS

Starting salary is dependent upon relevant experience and may vary based upon the geographic location of the position. We offer an extensive benefits package that includes medical, dental, vision and life insurance. Coverage is available to employees and their eligible dependents in accordance with written plan documents. Employees may also be eligible for a health savings account option, an Employee Assistance Program, 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. A generous paid time off plan and paid holidays are also offered. PTO accruals are dependent on position, status (full time or part time) and years of experience in accordance with the company PTO policy. Most full‑time employees are also offered six paid holidays, while part‑time employees are offered pro‑rated paid holidays. Certain state‑recognized holidays may be eligible for pay in Utah and Nevada. Please visit our website for more details.

We are an Equal Opportunity Employer. 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 United States.

No recruiters or unsolicited agency referrals please.