Customer Service Rep

Company Name:
Glacier Bancorp
Under direct supervision learn to perform the duties and responsibilities of a Customer Service Representative or Personal Financial Representative. Acts as a primary contact person with the public while performing customer service functions and financial transactions for customers. Learns to spot and develop sales opportunities by determining additional product and service needs of customers and referring them to the appropriate individual for follow-up and close of sale.
Principal Duties & Responsibilities:
Greet each customer pleasantly responding to their needs in a courteous, professional manner using customer names.
Learn the basics of Bank products and services. Become proficient in all of the duties of a Customer Service Representative as outlined in the position description. Attend any and all of the Bank's training courses and any outside class that may help you succeed. Handle all financial transactions in a professional manner maintaining accuracy but not sacrificing the quality of customer contact.
Accountable and responsible for assigned cash and daily transactions which include:
Process deposits and withdrawals
Process loan payments
Process stop payments
Travelers Cheques
Issue Savings Bonds
Cash Signed Bonds
Process Holds
Process Restrictions
Issue Cashier Checks
Closing of customer accounts
Customer Name and Address Maintenance on Jack Henry System
Daily Balancing
Safe Deposit Box Service
Safe Deposit Box Set Up and Maintenance
Report discrepancies to the supervisor, observe authorized limits when performing all paying and receiving transactions as well as seek the assistance of the supervisor or trainer when in doubt about any policy or procedure. Ensure that a minimum amount of cash is maintained in the cash drawer, removing cash in excess of limits to the vault.
Remain informed of and conform to all applicable policies and procedures, including security. Maintain strict confidentiality of all customer financial information.
Answer routine customer questions and inquiries when correct information is known, referring the customer to a more knowledgeable person for more complex questions and inquiries.
Sell and cross-sell multiple deposit and non deposit accounts to new and existing customers by assessing customer needs and determining which financial services can best satisfy those needs. Sales may be conducted over the telephone and are to be accomplished by performing the following duties and responsibilities.
Maintain a working knowledge of all deposit, convenience, and non-deposit accounts by studying product information sheets, bulletins, and updates and by attending periodic training sessions.
Identify new and existing customers financial service needs by observation, listening and asking probing questions. Describe the benefits and features of products and services that fill those needs.
Make every possible effort with every customer and prospective customer to obtain their complete retail banking relationship including sending thank you letters and cross-selling letters to selected customers. Follow up on all inquiries, arrangements, and details as agreed upon with customers as part of the total personal financial counseling process.
Complete all documentation for new accounts or other services. Obtain proper identification and signature verification. Ensure adherence to legal regulations and Bank policy. Run credit checks as necessary. Accept and analyze initial deposits. Verify funds. Initiate transfers of funds from other financial institutions. Place initial check order and assist in reordering as needed.
Explain established procedures to customers. May assist customers in the proper use of ATM machine.
Maintain a good working rapport with all office staff by communicating in a courteous, helpful manner. Respond positively to new products and services. Provide accurate and timely feedback and/or problem resolution to co-workers, supervisors, and managers.
Analyze merchants who are interested in the Visa/MasterCard merchant banking program referring them to the Bankcard Specialist.
Related duties as assigned.
Mileage is paid.
Skills & Abilities Required:
Must be flexible and adaptable to many different personalities when moving from branch to branch.
Interpersonal skills to meet and greet the public in a friendly, courteous manner responding to a variety of situations with professional discretion.
Well developed written and verbal communication skills to maintain professional, courteous, helpful service.
Follow through to make sure customer is handled properly and branch is aware of future needs.
Good basic math skills to ensure the maintenance of complete, accurate transactions and balancing records.
Skill to operate a calculator, computer keyboard, and/or a typewriter, as well as other basic office equipment.
Requires the ability to effectively sell and cross sell the services and accounts offered by the Bank.
Minimum Position Qualifications:
Employee must have worked in a branch banking environment for a minimum of 6 months and be experienced in the duties of the customer service representative and the personal financial representative. We prefer the incumbent has been a CSR or PFR at Mountain West Bank for at least 60 days. At a minimum, this person must obtain a score of 90% or better on the RSR's Level I test.
As applicable, responsible for working knowledge and compliance with following regulations:
Bank Secrecy Act
Bank Protection Act
Economic Sanctions
Electronic Fund Transfer Act (Regulation E)
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 regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to sit and stoop, kneel, crouch. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; and ability to adjust focus.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.
Please view Equal Employment Opportunity Posters provided by OFCCP here.
Requisition Number: 14-2070-0852
Post Date: 12/22/2014
Title: Customer Service Rep
City: Ponderay
State: ID
Bank/Branch: Mountain West Bank- Ponderay
Part Time: No

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