Customer Service Representative

7 days ago

Anchorage, Alaska, United States First National Bank Alaska Full time
Customer Contact Agent

Are you passionate about delivering exceptional customer experiences? Do you have a knack for resolving complex issues and providing top-notch support? We're seeking a skilled Customer Contact Agent to join our team at First National Bank Alaska

Job Summary

As a Customer Contact Agent, you will be the primary point of contact for customers, providing timely, accurate, and dependable assistance via phone and email. You will research and resolve customer inquiries, open new deposit accounts, and provide expert knowledge on bank products and services.

Key Responsibilities
  1. Use telephone and email communication to determine customer needs and take appropriate action to ensure customers receive timely, accurate, and dependable assistance.
  2. Research and resolve complex customer questions, problems, and/or complaints, and obtain supervisor's assistance when necessary.
  3. Collect information from customers to prepare new and updated deposit account paperwork, and open new deposit accounts upon receipt of completed and approved paperwork.
  4. Meet established expectations as they relate to call handling, including average talk time, wrap-up codes, not-ready time, etc.
  5. Act as a liaison between customers and various bank departments.
  6. Handle high-level troubleshooting for the Bank's digital services, including enrollment, error resolution, resetting passwords, and instruction.
  7. Adhere to strict security procedures for customer verification, recognize and escalate any red flags for immediate attention, and analyze abnormal digital activity for potential fraud.
  8. Engage with customers to build and deepen relationships by uncovering banking needs and using expert knowledge to cross-sell multiple products, services, and solutions.
  9. Provide a more advanced level of knowledge when assisting customers with debit card cancellations and reissues, account disputes, placing stop payments, and researching account transactions.
  10. Keep current with pertinent bank regulations, including but not limited to Reg. DD, Reg. CC, Reg. E Bank Secrecy Act, Community Reinvestment Act, Right to Financial Privacy Act, FDIC Insurance Provisions, and Regulation Z.
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.

  • Minimum: Three years' total experience with at least one-year financial industry experience and two years' call center and/or customer service experience; or equivalent combination of education/training and experience.
  • Preferred: Customer service experience in a banking environment and familiarity with bank products, services, and procedures.
Skills and Abilities

The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work well under pressure and maintain a high level of accuracy. Proficiency in keyboarding, operating a 10-key calculator, and general office machine experience is required. Word processing, spreadsheet, Internet, and web browser experience is also necessary. Database experience is preferred.

Language Skills

The successful candidate will be able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations. They will also be able to write reports and business correspondence, and effectively present information verbally and in writing.

Mathematical Skills

The ideal candidate will be able to calculate figures and amounts such as discounts, interest, commissions, and percentages, and apply concepts of basic algebra.

Reasoning Skills

The successful candidate will be able to apply common sense understanding while carrying out written, oral, or diagram instructions, and deal with problems involving several variables in standardized situations.

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