Customer Support Jobs in Idaho

Love Where You Work!

At Mountain West Bank, our employees love where they work! Our employees describe our culture as one that promotes having fun at work and being one big happy family. We take every opportunity we can to recognize and appreciate our employees, not only on designated days, but all throughout the year. We love investing in our employees whether it be in the form of our generous 401(k) contributions to our robust training programs. We also love volunteering in our communities and love delivering the unexpected not only to each other but to our customers and the community.

Love Where You Live!

We love where we live, and we try to make our communities a little better, both individually and as a team. We strongly encourage all our employees to give back to the community in which they live and we even pay them to do so.

Do you have a desire to make your city a better place to live? We just might be able to help you do it.

A Strong Foundation

Mountain West Bank operates exclusively in the state of Idaho serving Bonners Ferry, Ponderay, Sandpoint, Coeur d’Alene, Post Falls, Hayden, Wallace, Boise, Meridian, Eagle, Nampa, Hailey and Ketchum. We are one of 17 division banks under the Glacier Bancorp umbrella. Glacier Bancorp, Inc. is a community banking organization with assets greater than $29 billion, operating in banking offices across eight western states: Montana, Idaho, Utah, Washington, Wyoming, Colorado, Arizona, Nevada, and Texas. Since 2015 we have been recognized as one of America’s Best Banks, America’s Best-In-State-Companies (top holding company), one of America’s Best Employers By State, one of America’s Most Trusted Companies and one of the World’s Best Banks, according to Forbes Best Banks lists.

Ready to LOVE WHERE YOU WORK?

Mountain West Bank is seeking a Customer Service Support Lead. The Customer Service Support Lead is responsible for ensuring that customers receive consistently best-in-class customer service in all aspects of their financial services. Cooperates with branches, departments, and divisions of the bank to ensure friendly, courteous, and professional customer service. Provides limited supervisory support by stepping in for the Assistant Manager as needed. This is a full-time, 37 hour a week, position located in Meridian, ID. Must be available between the hours of 8:00AM and 6:PM Monday through Friday and from 8:00AM to 3:00PM on Saturdays. Regular and predictable attendance is an essential function of this position. The position is hourly and the rate of pay depends on experience. Promotion opportunities include Assistant Manager and Department Manager.

DUTIES AND RESPONSIBILITIES:

• Upholds and actively promotes the bank’s core beliefs, core values, and customer service standards, collectively known as “Our Compass.”
• Provides exceptional customer service while displaying genuine enthusiasm, empathy, and compassion. Ensure each and every customer interaction adheres to our customer service standards.
• Assist Customer Support Specialists in the performance of their duties and responsibilities. Approve limit increases and waive service charges and fees when appropriate and within specified authority.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Collaborate with Quality Assurance and department leadership regarding support metrics and assist implementing improvements.
• Under minimal supervision, assist our customers with questions regarding their personal finances, products offered, product features and benefits, routine questions, etc., as well as respond to inquiries of increasing complexity.
• Keep up to date on all bank products and services to retain customers, or spot sales opportunities and refer business.
• Ensures compliance with all policies and procedures, including properly identifying customers.
• Be a department resource for all eBanking and consumer loan products.
• Provides branch and/or customer support for more complex products, such as treasury management, online banking and bill pay.
• Maintain strict confidentiality of customer financial information.
• 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.

Required Skills and Experience:

• High school diploma or equivalent.
• Minimum two years banking experience in a call center or customer service environment.
• Demonstrated ability to lead teams in a fast-paced, customer-focused environment.
• Demonstrates clear communication and top-notch customer service skills via phone, email, and chat.
• Embodies a customer-first mindset with genuine enthusiasm for assisting customers.
• Good knowledge of MS Word and Excel.
• Ability to maintain strict confidentiality.
• Ability to multi-task and handle complex tasks efficiently. Strong organizational skills.

Preferred Knowledge, Skills and Abilities:

• Previous lead or supervisor experience.
• Knowledge of Mountain West Bank’s products, services, and procedures.
• Knowledge of the bank’s Jack Henry processing system.
• Knowledge of banking compliance and regulations.

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.