Customer Support Specialist

Foothills Bank; Belgrade, Northern (MT, KY); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

PTO (Paid time off)

Paid holidays

401(k) plan

Job summary

Foothills Bank is seeking a Customer Support Specialist to handle incoming calls, answer questions, and resolve account issues with outstanding service. You will interact with customers, vendors, and staff in a professional manner to uphold the bank’s image.

Responsibilities include processing transfers, check orders, online banking inquiries, and basic product knowledge. A focus on accuracy, regulatory compliance, and excellent communication is essential.

Qualifications

• Previous bank experience preferred.
• High School Diploma or GED required.
• Customer service experience.

Responsibilities

• Handle incoming calls and resolve customer questions with excellent service.
• Assist with ACH, ATM inquiries, online banking, and loan payments.
• Provide statements, check copies, and basic banking product knowledge.
• Refer bank services and follow regulatory procedures; maintain service pledge.
• Maintain attendance and participate in required online training.

Skills

Customer service

Banking knowledge

Communication

Education

High school diploma or GED

Tools

Jack Henry

Portals: PassPort

Netteller

4Sight

Synergy

PowerLink

FI Management

RSA

Job description

About The Role

Come join our amazing team as a Customer Support Specialist. The position is responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service. Employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner, and conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank. Weekends off!

DUTIES AND RESPONSIBILITIES

• Have extensive contact with customers, the general public and bank staff and will interact in a professional and courteous manner, and conduct him/herself in such relationships in a manner that will enhance overall efficiency and image of the bank
• Answer incoming telephone inquiries, determine the needs of the caller, and minimize the caller’s time and effort in resolving their concern, with prompt and extraordinary service
• Correctly and efficiently transfer calls to outside offices and staff members
• Process telephone transfer requests, check orders, stop payments, debit card maintenance
• Provide customer service on ACH and ATM inquiries and disputes, online banking inquiries and resets, loan payments.
• Provide statement printouts and check copy requests
• Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, online banking products, debit cards; and lending products such as consumer loans and HELOCs.
• Refer services and products to include sweeps, AFTs, telephone banking, online banking products, ODP’s. Promote Tell-A-Friend
• Proper usage of Jack Henry as well as other supported systems i.e. PassPort, Netteller, 4Sight, Synergy, PowerLink, FI Management, RSA
• Provide viable options to meet customer needs, while conforming to Bank regulations and policies and following the Service Pledge
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Must complete the assigned online training courses and achieve a passing score by due date
• Other miscellaneous duties as assigned
• Regular and predictable attendance to accomplish job duties to provide in-person contact

Employees are required to actively use the service pledge in all customer encounters.

Service Pledge

Smile

Eye Contact

Refer to Customer by name

Viable Options

Instant Acknowledgement

Customers Always Come First

End with “Thank you”

About You

QUALIFICATIONS

• Previous bank experience preferred
• High School Diploma or equivalent GED
• Customer Service Experience

KNOWLEDGE, SKILL, ABILITY

• Excellent customer service skills
• Must have the ability to work quickly and accurately in a professional manner
• Provides leadership by setting the example for his/her coworkers to follow
• Knowledge of bank services and products
• Familiar with 10 key, phone system and computer keyboard

WORK ENVIRONMENT

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

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

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

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.