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Customer Service Representative I

2 months ago

Anchorage, Alaska, United States First National Bank Alaska Full time

Position: Customer Service Representative I

Start your professional journey with First National Bank Alaska, recognized as the *Best Place to Work in Alaska* for nine consecutive years by Alaska Business magazine readers.

Role Overview

We are seeking a Customer Service Representative to deliver exceptional support to our valued customers. In this role, you will be responsible for providing information regarding account and banking services, processing transactions, offering technical assistance for our digital platforms, and directing inquiries to the appropriate departments.

If you possess a passion for assisting others, have a keen eye for detail, and thrive in a collaborative environment, this opportunity may be ideal for you.

Compensation: Starting at $22.25/hour, with potential for higher pay based on experience.

Work Schedule: Monday to Friday, between 8 AM and 6 PM (8-hour shifts), with rotating Saturdays from 9 AM to 4 PM.

Key Responsibilities
As a Customer Service Representative, you will:

  1. Utilize phone and email communication to assess customer needs and ensure timely, accurate assistance.
  2. Investigate customer inquiries regarding deposit accounts, loans, bank cards, and other services, resolving issues or escalating to supervisors as necessary.
  3. Gather information from customers through various channels, prepare necessary documentation, and facilitate the opening of new accounts.
  4. Act as a liaison between customers and various banking departments.
  5. Assist customers with online troubleshooting, password resets, and provide basic guidance.
  6. Review online banking applications for accuracy, authorize accounts, and maintain thorough records.
  7. Promote relevant banking products and services to meet customer financial needs.
  8. Perform additional duties as assigned by management.
Qualifications
To be successful in this role, candidates should meet the following criteria:

Education and Experience:
Minimum: Three years of banking experience and one year in customer service or call center roles; or three years in customer service with one year in banking; or a combination of education and experience.
Preferred: Experience in customer service within a banking context and familiarity with banking products and services.

Skills and Abilities:
Proficiency in typing (minimum 35 wpm), operating a 10-key calculator, and familiarity with general office equipment. Strong customer service skills, effective time management, and the ability to work under pressure are essential. Experience with word processing, spreadsheets, and internet applications is required; database experience is a plus.

Language Skills:
Ability to read and interpret business documents, write reports, and effectively communicate information verbally and in writing.

Mathematical Skills:
Ability to perform calculations related to discounts, interest, and percentages, and apply basic algebra concepts.

Reasoning Skills:
Ability to understand and follow instructions, and address problems involving multiple variables in standardized situations.

Physical Demands:
Regularly required to sit, use hands for various tasks, and communicate verbally. Occasionally required to stand, walk, or lift up to 25 pounds. Specific vision abilities required include close vision and the ability to adjust focus.

Working Conditions:
The work environment characteristics described here are representative of those encountered while performing the essential functions of this role.