Call Center Team Leader

We are currently looking for a Digital Branch Team Lead who will be responsible for ensuring operational activities run smoothly and efficiently by assisting the manager in providing leadership, training, and support within the team. Provide support to all assigned areas of operations where service or assistance is needed. Oversee daily activities of Digital Branch Team personnel. Consistently apply sound decision-making techniques pertaining to inquiries, approvals, requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development. Reinforce superior customer service and a positive team and customer environment through own example. Work in a fast paced, customer-centric role, that is responsible for ensuring the team handles a significant volume of customer interactions, in a professional, efficient, and courteous manner. Promptly respond to employee and customer questions and accurately identify 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. Collaborate and contribute to programs to cross-sell products and services and support all operational functions of the Digital Branch Team to meet defined goals. Serve as a liaison between GBCI Centralized Operations, GBCI Wires, GBCI Daily Card Operations and all division level staff at Bank of the San Juans.

The salary range for this position is $23.50-$24.75 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.

Essential Functions

TEAM LEAD RESPONSIBILITIES:

• • Ensures all customer questions and complaints are resolved in a timely manner.
  • Completes research and resolves documentation errors or discrepancies on complex customer problems.
  • Ensures that operations and further company strategic plans are in accordance with established policies and procedures.
  • Ensures the accurate reporting of activities to Management.
  • Ensures all department files are current, accurate, and well maintained.
  • Identifies, develops, and implements training programs as appropriate.
  • Ensures all daily, weekly, monthly, quarterly, or other such like reports and due diligence is completed.
  • Mentor, train, and support new hired Digital Branch employees.
  • Mentor, train, and support all Digital Branch employees as needed.
  • Supplies approvals to customer requests and transactions within approved authority limits.

DIGITAL BANKER RESPONSIBILITIES:

• • Assist with complex or escalated customer issues and requests.
  • Assist with opening, performing maintenance, closing, and transitioning consumer, business, and other deposit accounts.
  • Assist with applying and supplying necessary information for consumer lending applications and inquiries.

DIGITAL CUSTOMER SERVICE REPRESENTATIVE RESPONSIBILITIES:

• • Act as a backup or standing in as a Digital Customer Service Representative when staffing/scheduling require

CUSTOMER RELATIONSHIP DEVELOPMENT:

• • Proactively find opportunities to develop new customer relationships and enhance existing customer relationships
  • Assist in attaining established goals through active participation and support of the High-Performance Checking Program
  • Identify customer needs through active listening and profiling and fulfilling their needs with appropriate products and services.
  • Act promptly on customer requests, following through on commitments and obligations. Ask follow-up questions to determine if customer needs and expectations have been addressed.
  • Maintain proficient knowledge of Bank of the San Juans deposit and consumer loan products and services to effectively present the appropriate solutions to the customer.
  • As a representative of Bank of the San Juans you will conduct yourself at all times in a positive and professional manner while maintaining a professional appearance and treating everyone with dignity and respect.

CONSUMER LENDING RESPONSIBILITIES:

• • Identify opportunities to offer additional consumer loan products/services to new/existing customers
  • Responsible for compliance with consumer loan sections of loan policy. Keep current with consumer lending regulations.

COMPLIANCE & SECURITY:

• • Take responsibility for remaining compliant with all applicable banking laws and regulations as well as following company policies and procedures, management directives, security and operational procedures.
  • Accountable for maintaining accuracy and attention to detail in all aspects of the job.
  • 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 your position, being aware of others who can hear your conversations or view private information.
  • Proactively protect Bank of the San Juans and its customers from counterfeit and fraudulent activity by staying current on fraud warnings and initiating discussion with customers regarding specific transactions to prevent potential loss to customers and Bank of the San Juans.
  • Complete all required annual compliance training and continuing education to stay current with bank policy, regulations, and licensing requirements.
  • Responsible to stay aware of and adhere to the banks security policy. Notify management of any situation that may cause a security risk.
  • Employee must be capable of interacting calmly and professionally with a variety of people from diverse backgrounds at various levels within and outside of the organization.
  • Employee must be capable of regular, reliable, and timely attendance

Additional Responsibilities

• • 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.
  • Adhere to Bank of the San Juans Company Core Values.
  • Keeps management appropriately informed of area activities and of any significant problems.
  • 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 customers as well as internal customers (all organization personnel).
  • 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. Attends and participates in meetings as required.
  • Additional duties as requested or assigned.

Qualifications

Education/Certification:

A high school degree or GED is required.

Required Knowledge:

Thorough knowledge of BSJ services and products. Understanding of related legal and regulatory requirements. Familiarity with branch functions, GBCI policies, and procedures, and BSJ guidelines.

Experience Required:

Three to five years of similar or related experience, including time spent in preparatory positions. Other relevant work experience and education may be considered. Prior banking operations experience required to include retail operations such as Teller, New Accounts, Consumer Loans, other.

Skills/Abilities:

Strong written and verbal communication skills.
Strong interpersonal and leadership skills.
Ability to assist remote employees and customers over the phone.
Superior customer service skills.
Ability to work quickly and accurately in a professional manner.
Ability to resolve conflicts.
Ability to understand, interpret, and enforce policies and procedures.
Detailed orientated and organized.
Professional appearance, dress, and attitude.
Solid math skills.
Ability to operate related computer software and business equipment including 10-key, money counters, online Teller terminal, personal computer, fax machine, and telephone.

WORK ENVIRONMENT:

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

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: 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, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

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, Paid Time Off (PTO) and holidays. 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.

#LI-DS1