Customer Service Manager
Glacier Bancorp, Inc. - Meridian, ID

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Under general direction ensures that customers receive consistently high quality customer service in all aspects of their financial services. Acquires and retains core deposit accounts. Develop branch personnel into highly proficient individuals in customer service, selling and cross-selling accounts, services, and technical knowledge. Represents the Bank to the community in which the office is located through community activity and leadership. Leads and motivates the branch staff to increase profitability, growth, and productivity.

Principal Duties and Responsibilities:
  • Maintain excellent operation quality and integrity in the branch
o Make sure certifications are completed accurately and honestly and submitted on time.
o Occasionally review CSR work to insure it is error free.
o Focus CSRs on completing error-free work with zero POD corrections.
o Ensure all CSRs are adhering to balancing standards.
o Work with CSR staff to ensure adherence to MWB policies and procedures.
o Provide ongoing fraud training with CSR staff including sharing of fraud examples provided through Ops and fraud conference calls. Utilize The Scoop Newsletter for training articles and examples.

  • Ensure legendary service is delivered by each CSR every time. Result should be increased customer loyalty and reduced customer attrition.
o Make sure CSR dress conforms with Bank Dress Policy.
o Make sure name tags are worn on the job.
o Make sure all CSR work areas are clean, uncluttered and well organized.
o Work with CSR staff to develop habit of using customer names in all transactions.
o Make sure customer counter, ATM, night depository and drive-up tubes are clean and well maintained.
o With in put from the Branch Manager, set goals and monitor CSR referrals and Tell-A-Friend referrals. Coach CSR staff on effective referral methods. Set the example. Referral goal should be a minimum of 70 points per CSR FTE. TAF goal should be based on individual branch TAF goal.

  • Employee training, development and coaching. Result should be reduced turnover and satisfied employees.
o Make sure each CSR fully understands and manages the Progression Program.
o Make sure each CSR fully understands the Branch Incentive Program, referral process and HPC Tell-A-Friend process.
o Communicate standards and expectations with each CSR on an ongoing basis.
o Work with each CSR quarterly to insure a training plan is in place.
o Meet with each CSR one-on-one a minimum of one time per month to discuss performance, concerns, questions, training needs, etc.
o Keep staff informed of all operations changes throughout the month. Review all Operations Conference Call material with staff.
o Along with the Branch Manager conduct staff meetings a minimum of monthly. Make sure staff meetings include a formal agenda and structure.
o Make sure all CSRs attend applicable internal training courses.
o Ensure all CSR compliance exams are up-to-date.
o Work with Branch Manager to deliver on-going product knowledge training to CSRs.

  • Leadership, supervision, Personal development and community involvement
o With assistance from the Branch Manager, continually communicate and model the Bank’s culture to all CSR staff.
o Carefully document all performance concerns and conversations. Involve the Branch Manager and/or Human Resources Manager as needed.
o Recognize good performance on an ongoing and consistent basis.
o With Branch Manager’s guidance, attend a minimum of two internal or external classes or seminars each year. Place priority on attending seminars in the areas of Leadership, retention, customer service, organization, supervision, product knowledge, time management, problem solving, communication, conflict resolution.
o Be well organized, display effective time management, show initiative, maintain neat and clean work area, adhere to dress code, resolve conflicts swiftly, set the example, be the leader.
o Be involved in a minimum of three community volunteer activities during the year.

Related duties and responsibilities as assigned.

Benefits Include:
Medical, Dental, and Life Insurance
401(k) with match and Profit Sharing
Paid Vacation, Holiday and Sick


Skills and Abilities required:
Ability to motivate branch staff to increase sales and cross-sell productivity. Provide consistently high quality customer service and aspire to and achieve high superior performance.

Highly developed customer communication skills to remain cognizant of the importance of public relations activities and evidence those qualities necessary to represent the Bank well in industry and community affairs.

Minimum Position Qualifications:
Incumbent must have a good knowledge of general and local market conditions and competitive climate sufficient to analyze Branch activities and recommend changes.

This typically requires extensive and thorough knowledge of operational policy and procedure and supervisory skills or a combination of education and experience providing the same.

Knowledge of generally accepted accounting principals