Call Center Representative II

• Answer incoming calls for First Bank of Wyoming and First State Bank of Wyoming, using the appropriate division name, verifying caller identity, and providing prompt, professional service to customers and employees.
• Provide accurate information and support regarding bank products, services, and accounts; resolve issues within authority or escalate appropriately with recommendations.
• Respond to customer inquiries received through multiple channels, including Online Banking Secure Messages, Synapsys (JHA), Banno, the Glacier Bank website, and social media platforms.
• Assist customers and provide back-office support for account maintenance including telephone transfers, stop payments, check orders, address changes, dormant account reactivations, new online banking setups, password resets, limit increases, and wire transfers.
• Handle ACH, Zelle, and debit card inquiries and disputes, ensuring thorough resolution and documentation.
• Provide requested documents such as statement printouts and check copies.
• Monitor for fraudulent activity, recognize red flags, and support fraud prevention by advising team members and following appropriate procedures.
• Promote and refer relevant bank services such as iTalk, online banking, and eStatements.
• Assist in reviewing daily operational reports and ensure accurate documentation and processing of transactions.
• Accurately transfer calls and route inquiries to appropriate staff and departments.
• Deliver extraordinary service and viable solutions that align with customer needs and bank policies.
• Meet department goals for average call volume and service efficiency.
• Train, mentor, and support new and existing team members to maintain a high level of knowledge and service consistency.
• Ensure all assigned training courses are completed within required timeframes. Seek clarification from supervisors as needed to ensure understanding of training content.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the OFAC.
• Adhere First Bank of Wyoming’s Core Values and represent the bank professionally
• through a positive attitude, appropriate appearance, confidentiality, punctuality, and adaptability to meet customer and bank needs.
• Provide superior customer service to both internal and external customers, demonstrating courtesy, professionalism, and respect at all times.
• 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 align with the mission and values of First Bank of Wyoming.
• Attend and actively participate in required training, staff meetings, and other bank functions.
• Maintain a clean and organized work area to ensure customer privacy.
• Maintain regular and predictable attendance to support effective communication and customer interactions.
• Other duties as requested or assigned.

• 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.

• Proven ability to establish and maintain effective working relationships with peers, supervisors, and employees at all levels; a strong team player with excellent interpersonal skills and a passion for delivering outstanding customer service with courtesy, professionalism, and tact.
• Strong verbal and written communication skills, including the ability to clearly understand, follow, and apply complex written, oral, or diagram instructions, and to write routine reports and correspondence effectively.
• Exceptional organizational skills and keen attention to detail, enabling effective performance in fast-paced, deadline-driven environments.
• Demonstrated problem-solving skills with the ability to manage multiple tasks and heavy workloads simultaneously while prioritizing effectively to meet competing deadlines.
• Calm and professional demeanor under pressure, maintaining a positive and service-oriented attitude at all times.
• Self-motivated, adaptable, and able to work quickly and accurately both independently and collaboratively as part of a team.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and other general business software; strong 10-key proficiency and solid computer literacy, including working knowledge of spreadsheets, word processing, and standard office equipment.

Glacier Bancorp