Customer Records Specialist I

Customer Records Specialist I

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.

Calling Administrative and Records Professionals!

We are hiring a Customer Records Specialist to join our Customer and Procedural Support team. While banking experience is preferred, if you are detail- and team-oriented with administrative experience in a regulated industry, consider a career in banking with First National Bank Alaska.

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

Schedule: Monday-Friday

General Purpose Summary

Inspects and verifies account transactions, database entries, IRA transactions, and digital banking services by identifying errors, preparing reports, and communicating required corrections in order to maintain ongoing regulatory compliance of a high volume, time sensitive workload 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. Processes daily incoming mail, statements, correspondence, and notices through a sorting process, identifying tasks to be completed, and distributing the daily workload to appropriate team members in order to meet time sensitive deadlines. Monitors the inbox for work that requires immediate processing. Scans customer account documents for storage, adhering to record retention guidelines. Processes influxes of work volume due to seasonal changes or promotional advertisements.
2. Processes Stop Pays, Regulatory holds, and reviews dormant accounts before deadline each day. Verifies authenticity of transactions to dormant accounts, reviews activity and researches for related accounts to allow reactivation. Reviews outgoing wire forms for accuracy and signature verification while maintaining a record of errors.
3. Completes business online banking set up, business and consumer bill pay set up, and digital services; enters and verifies changes and updates to contact information in database.
4. Verifies new accounts opened daily, inspecting for accuracy, required signatures, and supporting documentation to ensure BSA-Customer Information Program (CIP) requirements are met. Reviews CIP (Customer Information Program) to inspect for changes, errors, and need for correction. Handles Beneficial Ownership of new accounts, updates added or removed signers to accounts and verifies accuracy of all changes made in Premier. Ensures BSA-Certification of Beneficial Ownership is complete/correct and performs related maintenance.
5. Prepares correspondence for both internal and external customers for actions required to remedy errors in adherence with regulations. Prepares annual mailings. Processes return mail for deposit accounts and prepares letters to confirm changes of address when applicable.
6. Processes IRA withdrawals based on customer's request, verifies contribution(s) processed at the branch. Communicates IRA changes with vendor, verifies supporting documentation, prepares monthly IRA reporting and verifies IRA reports match our reports. Ensures TIN compliance through the processing of regulatory forms and notices; identifies and reports errors to the IRS of account discrepancies. Ensures the accuracy of Tax Identification Numbers. Completes federal withholding actions as needed.
7. Performs file maintenance, updates and verifications through a variety of programs and databases.
8. Serves as a Customer Contact Agent backup as needed in the External Customer Support Unit, providing customer service assistance. Has knowledge and familiarity of digital banking services, in order to effectively assist customers with high quality customer service standards.
9. Performs other work-related duties as assigned supervisor.

Compliance Expectations

• Stay updated on relevant laws and regulations.
• 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 related administrative experience including one year customer service experience; or equivalent combination of education/training and experience. Preferred: Three years related administrative experience including one year customer service experience; or associates degree, one year of related banking experience, and one year customer service experience; or equivalent combination of education/training and experience. Familiarity with IRS, IRA, wire processes and digital banking services. Database experience.

Other Skills and Abilities: Word processing and spreadsheet software experience required, database experience preferred. Ability to keyboard 35 wpm, operate a 10-key calculator by touch, and operate general office machines experience required. Ability to communicate and assist external and internal customers and vendors in accordance with the standards and values of the bank required. Ability to handle high volume work load with time sensitive deadlines required.

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

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Skills: Ability to apply common sense understanding while carrying out written, oral, or diagram instructions, and the ability 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.