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Stockman Bank of Montana CENTRAL CUSTOMER SERVICE SPECIALIST in Billings, Montana

Vision

Our people, philosophy and the way we do business have positioned Stockman Bank as Montana’s premier financial center for business leaders, agriculture operators, commercial developers and real estate owners. We are a Montana-born company, built on Montana values, focused on creating long-standing relationships through integrity, expertise and results. Our offices are locally managed and community-oriented, allowing us to best serve our customers. Our workforce is well trained and competent and our work environment encourages productivity, personal growth and job satisfaction.

Position General Responsibilities:

As a phone center specialist, this position is important to the overall customer service and operations for the entire Stockman Bank system. It requires exemplary customer service skills and sufficient product and program knowledge to assist bank customers and other Stockman Bank employees with online banking, debit cards, and a few other various functions.

Employees Supervised:

None.

Education, Experience and Certification Requirements

Note: Only minimum responsibilities are listed. Other responsibilities may be required as requested by management.

MINIMUM QUALIFICATIONS

  • Demonstrated ability to provide high quality customer service

  • Strong written and verbal communication skills

  • Good organizational skills

  • Concentrated attention to detail

  • Ability to multi-task

  • Ability to effectively learn computer programs necessary to perform day to day tasks

  • Microsoft Office experience (Word, Excel, Outlook)

  • Ability to learn to operate common office equipment such as copy machine and phone system

  • Typing skills averaging 30 wpm

  • High School diploma or equivalency

Preferred experience:

  • Previous banking experience

  • 1-2 years customer service experience

  • Previous experience using ITI Software Programs

Physical and Mental Demands (The 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.)

Occasionally = 0-33% of shift Frequently = 34-66% of shift Constantly = 67-100% of shift

  • Constantly work under time constraints with needed ability for task management, flexibility, and performance of routine duties with attention to detail

  • Constantly required to hear, talk, write, read, keyboard/computer entry

  • Constant abilities used/required on the job are problem-solving, reasoning, memory, exercising judgment, mathematics, and estimating

  • Constantly stand or sit

  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

  • Occasionally walk, stoop, kneel, crouch, climb (up ladders, etc.), balance (to reach items), or crawl

  • Occasionally lift and/or move up to 25 pounds

  • Infrequently drive a car or work extended hours

Work Environment(The work environment characteristics described here are representative of those an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Constantly works with others, around others, with customers and the public

  • Frequently works around noise (moderate level). The employee must have the ability to focus on tasks and customers while hearing printer/copy machines, conversations of others, music, phones etc.

  • Constantly works indoors, in confined areas, and is exposed to the risk of electrical shock

  • Infrequently the employee works alone. Infrequently works near moving objects. Infrequently exposed to outdoor weather conditions.

Company Functions and Expectations:

Technical Knowledge

Selected candidate will:

  • gain technical knowledge and analytical skills to fulfill job duties in a positive manner

  • keep abreast of new and changing developments in industry/field especially as it pertains to the individual’s position

  • operate office equipment such as dual-line telephone, printers, copy machines, scanners, etc.

Communication

The specialist will express information/thoughts clearly and concisely in both written and verbal form. Open communication with supervisors is imperative. Response to calls or inquiries shall be prompt, effective, efficient, courteous and professional.

Organization/Planning

Expectations include organizing overall workflow and working area to best establish priorities, set goals, and meet deadlines while completing tasks accurately and efficiently. Must quickly identify problems, make timely decisions, and notify affected personnel.

Team Work/Professionalism

The team member will be required to assist others to ensure deadlines are met and assist less experienced personnel when needed. Working well in our group environment and with the supervisor while modeling professionalism in speech and appearance are essential.

Customer Service Culture

Employees will strive for outstanding, professional and courteous service to our customers as well as all Stockman Bank branches.

Dimension of Job:

Once trained, duties will include navigation of multiple computer programs and extensive telephone/email contact and troubleshooting with external customers and other Stockman Bank employees. Having the ability to multi-task in various computer programs at one time will be beneficial in this fast-paced environment. Conduct should enhance the professional, community focused image of, and overall efforts of the bank.

Position Specific Responsibilities, Duties and Competencies

CUSTOMER SERVICE/OPERATIONAL TASKS INCLUDING:

  • Customer online banking setup and maintenance

  • Debit card transactional problem solving

  • Maintenance of debit card profiles

  • Relay customer comments and/or complaints to the Supervisor

  • Maintain a working knowledge of Stockman Bank's written policies and procedures as well as applicable federal regulations

  • Suggest other Bank services when the opportunity arises

  • May include levy and subpoena processing backup, or debit card dispute backup.

  • Various other tasks as assigned

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