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Call Center Rep I

4 months ago

Anchorage, United States First National Bank Alaska Full time

Call Center Rep I - Anchorage
Salary: $20.00/Hour + DOE
Schedule: Hours vary Monday-Friday, 8 am-6 pm (an 8-hour shift in this timeframe) and rotating Saturdays 9 am-4pm

Start a career with First National Bank Alaska, the *Best Place to Work in Alaska* as recognized nine years in a row by Alaska Business magazine readers.

GENERAL PURPOSE SUMMARY
Assists customers and prospective customers via phone and email from a centralized customer service center by providing account and bank services information, accepting and processing various transactions, and transferring inquiries to appropriate bank departments by performing the following essential duties and responsibilities. Friendly, team-oriented environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Uses telephone and email communication to determine customer needs and takes appropriate action to ensure customers receive timely, accurate, and dependable assistance.
  2. Research customer questions, problems, and/or complaints concerning deposit accounts, consumer loans, Bankcard's, and escrows including stop payments, account reconciliation, fees, interest rates, balances, and blue book values. Resolves issues or obtains supervisor's assistance when necessary.
  3. Collects information from customers by phone, mail, and email, prepares new and updated deposit account paperwork, and opens new deposit accounts upon receipt of completed and approved paperwork.
  4. Acts as a liaison between customers and various bank departments.
  5. Assists customers with Internet troubleshooting, resetting passwords, and basic instruction.
  6. Reviews customers' online Internet banking applications for accuracy and completeness, authorizes the appropriate account, data enters application information into computer system, and reviews application entries for coworkers. Prepares and sends customer confirmation letter.
  7. Cross sells appropriate bank products and services to customers' financial service needs including direct deposit and phone/Internet account access.
  8. Performs other work-related duties as assigned by supervisor.


QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE:
Minimum: Three years banking experience and one year customer service/call center experience; or three years customer service/call center related experience and one year banking related experience; or equivalent combination of education/training and experience.
Preferred: Customer service experience in a banking environment and familiarity with the bank products, services, and procedures.

SKILLS and ABILITIES:
Ability to keyboard 35 wpm, operate a 10-key calculator by sight, and general office machine experience required. Ability to respond politely to customers, effectively use time management skills, and work well under pressure required. Word processing, spreadsheet, Internet, and web browser experience required. Database experience preferred.

LANGUAGE SKILLS:
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations. Ability to write reports and business correspondence. Ability to effectively present information verbally and in writing, and respond to questions from managers, customers, and the general public.

MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to apply concepts of basic algebra.

REASONING SKILLS:
Ability to apply common sense understanding while carrying out written, oral, or diagram instructions; and to deal with problems involving several variables in standardized situations.

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.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; talk and hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, and the ability to adjust focus.

WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.