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Banking Customer Care Associate I

2 months ago

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

Position Title: Customer Service Representative I
Salary: $20.00/Hour + DOE
Schedule: Flexible hours Monday-Friday, 8 am-6 pm (an 8-hour shift within this timeframe) and rotating Saturdays 9 am-4 pm

Join First National Bank Alaska, recognized as the *Best Place to Work in Alaska* for nine consecutive years by Alaska Business magazine readers.

GENERAL PURPOSE SUMMARY
As a Customer Service Representative I, you will assist clients and potential clients through phone and email communications from a centralized service center. Your role will involve providing information regarding accounts and banking services, processing various transactions, and directing inquiries to the appropriate departments while ensuring a friendly and collaborative environment.

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

  1. Utilize phone and email to assess customer needs and take appropriate actions to provide timely, accurate, and reliable assistance.
  2. Investigate customer inquiries, issues, and complaints related to deposit accounts, loans, and other banking services, resolving problems or seeking supervisor assistance when necessary.
  3. Gather information from clients via phone, mail, and email, prepare necessary documentation for new and updated deposit accounts, and facilitate account openings upon receipt of completed paperwork.
  4. Act as a liaison between clients and various banking departments.
  5. Assist clients with online banking troubleshooting, password resets, and basic instructions.
  6. Review online banking applications for accuracy, authorize accounts, input application data into the system, and prepare confirmation letters for clients.
  7. Promote suitable banking products and services to meet clients' financial needs, including direct deposit and online account access.
  8. Perform additional duties as assigned by the supervisor.
QUALIFICATION REQUIREMENTS
To excel in this role, candidates must be able to perform each essential duty satisfactorily. The following requirements represent the knowledge, skills, and abilities needed:

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

SKILLS and ABILITIES:
Proficiency in typing at least 35 wpm, operating a 10-key calculator, and general office equipment is required. Candidates must demonstrate the ability to respond courteously to clients, manage time effectively, and work well under pressure. Experience with word processing, spreadsheets, the Internet, and web browsers is essential; database experience is preferred.

LANGUAGE SKILLS:
Ability to read, analyze, and interpret business publications, professional journals, technical procedures, or government regulations. Candidates should be able to write reports and business correspondence and effectively present information verbally and in writing.

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

REASONING SKILLS:
Ability to apply common sense understanding to carry out written, oral, or diagram instructions and to address problems involving multiple variables in standardized situations.

PHYSICAL DEMANDS:
The physical demands described here are representative of those required to successfully perform the essential functions of this job.

While performing the duties of this position, employees are regularly required to sit, use hands to handle objects, talk, and hear. Employees frequently reach with hands and arms and occasionally stand, walk, stoop, kneel, crouch, or crawl. Employees must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color 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 job.

The noise level in the work environment is typically moderate.