Customer Service Coordinator

«out The Role This position is part of the retail banking team and provides the initial customer experience for all customer contact areas. While supporting customer care in both the lobby and on the phone, the CSC will use active listening skills to engage, profile, and coordinate a smooth handoff to an appropriate banker or department. The coordinator provides back up for new accounts, the Customer Service Representative (CSR) line, and the Call Center as necessary and actively works to develop lasting customer relationships through the delivery of an exceptional customer experience that supports the culture and values of Valley Bank. DUTIES AND RESPONSIBILITIES: CUSTOMER CARE Responsible for the initial customer contact both in person and on the phone ensuring that the customer is greeted, welcomed, acknowledged, and properly directed to the appropriate department using a defined process. Responsible for referring customers, as appropriate, to Personal Bankers, Business Bankers, and Real Estate Bankers, by gathering basic information regarding the customer’s request and facilitating a smooth hand off. Lead by example modeling superior service through all interactions with both internal and external customers while consistently conducting yourself in a professional matter. OPERATIONAL FUNCTIONS Back up to the Call Center by answering phone calls and ensuring that each call is handled to the satisfaction of the customer in a timely and accurate manner. Back up to the CSR line, responsible for taking care of customer’s money by being accountable for each transaction with attention to detail, using a defined process to ensure that each customer will be taken care of with speed and accuracy while maintaining a balanced drawer. Proactively protect Valley Bank and its customers from counterfeit and fraudulent activity by staying current on fraud warning and initiating discussion with customers regarding specific transactions to prevent potential loss to customers and/or Valley Bank. COMPLIANCE & SECURITY Responsible for keeping all information related to customers, co-workers, and the bank private and confidential. Assure that any private information is accessed only as it pertains to the performance of the position, being aware of others who can hear conversations or view private information. Responsible for staying aware of and adhering to the Bank’s Security Policy. Notify management of any situation that may cause a security risk. Complete all the assigned online training courses and achieve a passing score by the due date. About You QUALIFICATIONS: Education and Experience: High School diploma or equivalent You have consistently demonstrated a proficiency in all areas of the CSR I position as evidenced by a Meets Expectations rating for 6 months. KNOWLEDGE, SKILL, ABILITY: Must have the ability to work under pressure. Must be able to work quickly and accurately. Ability to understand and follow written and oral instructions. Ability to communicate effectively verbally and in writing. Some knowledge of keyboarding or computer. Ability to establish and maintain effective working relationships with employees, other departments, and the public. Ability to use listed tools and equipment. WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise. PHYSICAL DEMANDS: Work is performed in an office environment with sitting and standing involved that requires the ability to operate standard office equipment and keyboards. 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, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, and paid sick, holiday, and vacation time. Visit our website for more details! COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. 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.