Customer Service Representative
2 days ago
Join First National Bank Alaska, the *Best Place to Work in Alaska*, as recognized nine years in a row by Alaska Business magazine readers. We offer a competitive salary of $22.25/hourly minimum, with opportunities for growth and advancement.
Job SummaryAs a Customer Contact Center Agent, you will provide exceptional service to customers and prospective customers via phone and email from a centralized customer service center. You will be responsible for providing account and bank services information, accepting and processing various transactions, and transferring inquiries to appropriate bank departments.
Key Responsibilities- Use telephone and email communication to determine customer needs and take appropriate action to ensure customers receive timely, accurate, and dependable assistance.
- Research more complex customer questions, problems, and/or complaints to resolve issues, and obtain supervisor's assistance when necessary.
- Collect information from customers by phone, mail, and email, to prepare new and updated deposit account paperwork, and open new deposit accounts upon receipt of completed and approved paperwork.
- Meet established expectations as they relate to call handling, including average talk time, wrap-up codes, not-ready time, etc.
- Act as a liaison between customers and various bank departments.
- Handle high-level troubleshooting for the Bank's digital services to include enrollment, error resolution, resetting passwords, and instruction.
- Adhere to strict security procedures for customer verification. Recognize and escalate any red flags for immediate attention.
- Analyze abnormal digital activity for potential fraud and take appropriate action to protect the customer and bank. Make outbound calls when needed to validate online access.
- Engage with customers to build and deepen relationships by uncovering banking needs, and use expert knowledge to cross-sell multiple products, services, and solutions to provide customers with value-added services while increasing the bank's revenue.
- 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.
- 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.
- Perform other work-related duties as assigned by supervisor.
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 ExperienceMinimum: 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.
Skills and AbilitiesAbility 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 SkillsAbility to read, analyze and interpret general business periodicals, professional journals, technical procedures, and 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 SkillsAbility to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to apply concepts of basic algebra.
Reasoning SkillsAbility to apply common sense understanding while carrying out written, oral, or diagram instructions; and to deal with problems involving several variables in standardized situations.
Working ConditionsThe 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.
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