Customer Service Representative I
1 week ago
Position Title: Customer Service Representative I
Salary: $20.00/Hour + DOE
Schedule: Varies Monday-Friday, 8 am-6 pm (8-hour shifts) 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 customers 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 transactions, and directing inquiries to the appropriate departments. We foster a friendly and collaborative environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Utilize phone and email to assess customer needs and take appropriate actions to ensure timely and accurate assistance.
- Investigate customer inquiries, issues, and complaints related to deposit accounts, loans, and fees, resolving them or seeking supervisor assistance when necessary.
- Gather information from customers through various communication methods, prepare necessary documentation, and assist in opening new accounts.
- Act as a communication bridge between customers and various bank departments.
- Provide assistance with online banking issues, including password resets and basic guidance.
- Review online banking applications for accuracy, authorize accounts, and ensure proper data entry into the system.
- Promote relevant banking products and services to meet customers' financial needs.
- Perform additional tasks as assigned by supervisors.
To succeed in this role, candidates must demonstrate the ability to fulfill essential duties satisfactorily. The following qualifications are representative of the knowledge, skills, and abilities required.
EDUCATION and/or EXPERIENCE:
Minimum: Three years of banking experience and one year in customer service or call center roles; or three years in customer service/call center roles and one year in banking; or an equivalent combination of education and experience.
Preferred: Experience in customer service within a banking context and familiarity with banking products 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 effective time management, polite customer interaction, and the ability to work under pressure. Experience with word processing, spreadsheets, internet navigation, and database management is preferred.
LANGUAGE SKILLS:
Ability to read and interpret business publications, professional journals, and technical procedures. Proficiency in writing reports and business correspondence, along with effective verbal and written communication skills, is essential.
MATHEMATICAL SKILLS:
Ability to perform calculations involving discounts, interest, commissions, and percentages, as well as apply basic algebra concepts.
REASONING SKILLS:
Ability to apply common sense in executing written, oral, or diagram instructions and 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 position.
While performing the duties of this job, employees are regularly required to sit, use hands for handling objects, and communicate verbally. Employees may frequently reach with hands and arms and occasionally stand, walk, stoop, kneel, or crouch.
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 essential functions of this position.
The noise level in the work environment is typically moderate.
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