Customer Service Representative - Escrow

Customer Service Representative - Escrow

Start a career with First National Bank Alaska, the Best Place to Work in Alaska as recognized 11 years in a row by Alaska Business magazine readers.

First National's Escrow team is hiring a Customer Service Representative!

Our Escrow Team services private notes and this position will handle high-volume customer contact by phone and in person. Ideal candidate demonstrates ability to communicate effectively both verbal and in written format, handle high-volume, fast-paced environment, customer escalations, manage interruptions and stay organized.

Salary: $21.00/hour minimum. Job/salary offer would be commensurate with job level and experience.

Schedule: Monday-Friday

General Purpose Summary

Under close supervision, provides support in various escrow functions which may include customer service, support, accounting, and new accounts 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.

1. Assists internal and external customers with a wide variety of inquiries and routes customers to the appropriate subject matter experts as needed; prepares necessary correspondence and provides supporting documentation; and performs appropriate escrow account maintenance.
2. Processes full scope of escrow transactions and develops depth of knowledge on general escrow practices, procedures, and technology.
3. Performs Escrow specific duties and assists work area personnel with special projects as assigned by supervisor. Generates reports, compiles statistics, and summarizes data for supervisor's approval; may perform basic review of documents for accuracy and conformity to established standards.
4. Analyzes and addresses escrow servicing-related issues and customer complaints.
5. Reviews, analyzes, and reconciles various reports; identifies, researches, and resolves errors and inconsistencies. Maintain records and logs all relevant information.
6. Provides support to managers and administrators of a variety of escrow functions.
7. Acquires knowledge of and remains current on pertinent regulations, guidelines, and bank policies.
8. Performs other work-related duties as assigned by 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: Two years administrative or clerical experience with six months concentrated in financial services, escrow, banking, real estate, or related field. Customer service experience. Business-related education may be substituted for a maximum of one year of experience.

Preferred: First National Bank Alaska escrow experience.

Other Skills and Abilities: Demonstrated word processing and spreadsheet software skills and good communication skills required. Ability to keyboard 40 wpm required.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, and percentages. Ability to apply concepts of basic algebra and to accurately read numbers.

Reasoning Skills: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions with several abstract and concrete variables.

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; reach with hands and arms. The employee is frequently required to talk and hear. 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, peripheral vision, depth perception, 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 is high during automated processing using sorting equipment, otherwise the noise level in the work environment is usually moderate.

First National Bank Alaska