Contact Center Agent

Contact Center Agent

Start a career with First National Bank Alaska, the Best Place to Work in Alaska as recognized 10 years in a row by Alaska Business magazine readers. Attention First Contact Customer Service Professionals!

Contact Center Agents assist customers, and prospective customers, via phone and email from a centralized customer service center by providing account and bank services information, accepting and processing various transactions, and transferring inquiries to appropriate bank departments. If you have banking and/or strong call center experience, consider a career with First National Bank Alaska!

Salary: $23.45/hour minimum. Job/salary offer would be commensurate with job level and experience.

Schedule: Full-time, Monday-Friday, 8am - 5pm; Saturday 9am-4pm

This is not a remote position - it is based in our Service Center in Anchorage

General Purpose Summary

Provides consistent and exceptional service when assisting customers and prospective customers via phone and email from a centralized customer service center. Provides account and bank services information, accepts and processes various transactions, provides technical support for the bank's digital services, and transfers inquiries to appropriate bank departments by performing the following essential duties and responsibilities:

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Uses telephone and email communication to determine customer needs and takes appropriate action to ensure customers receive timely, accurate, and dependable assistance.
• Researches more complex customer questions, problems, and/or complaints to resolve issues, and obtains supervisor's assistance when necessary.
• Collects information from customers by phone, mail, and email, to prepare new and updated deposit account paperwork, and opens new deposit accounts upon receipt of completed and approved paperwork.
• Meets established expectations as they relate to call handling, including average talk time, wrap-up codes, not-ready time, etc.
• Acts as a liaison between customers and various bank departments.
• Handles high-level troubleshooting for the Bank's digital services to include enrollment, error resolution, resetting passwords, and instruction.
• Adheres to strict security procedures for customer verification. Recognizes and escalates any red flags for immediate attention.
• Analyzes abnormal digital activity for potential fraud and takes appropriate action to protect the customer and bank. Makes outbound calls when needed to validate online access.
• Engages with customers to build and deepen relationships by uncovering banking needs, and using expert knowledge to cross-sell multiple products, services, and solutions to provide customers with value-added services while increasing the bank's revenue.
• Provides a more advanced level of knowledge when assisting customers with debit card cancellations and reissues, account disputes, placing stop payments, and researching account transactions.
• Keeps 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.
• Performs other work-related duties as assigned supervisor.

Compliance Expectations

• Stay updated on relevant laws and regulations and complete all compliance training on time.
• Knowledgeable of and comply with bank policies, procedures, laws, and regulations that apply to you and your job.
• Maintain customer confidence and protect the bank's operations by identifying and protecting confidential information.

Qualification 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.

Education and/or Experience: 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.

Other Skills and Abilities: Ability 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 Skills: Ability 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 Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Ability to apply concepts of basic algebra.

Reasoning Skills: Ability to apply common sense understanding while carrying out written, oral, or diagram instructions; and to deal with problems involving several variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; talk and hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, and the ability to adjust focus.

Working Conditions: The 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.