Contact Center Operations Assistant

First National Bank Alaska•Anchorage, AK

4d•Onsite

About The Position

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. Attention Experienced First Contact 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 the next step in your career with First National Bank Alaska! Salary: $27.50/hour minimum. Job/salary offer would be commensurate with job level and experience. Schedule: Monday-Friday, 8am-5pm, some weekend coverage GENERAL PURPOSE SUMMARY Works closely with the Contact Center Supervisor to monitor and direct the day-to-day activities of the Customer Contact Unit (unit) to provide consistent and exceptional customer service and serves as primary backup in the absence of leadership. Provides direction, training, coaching, and mentoring to other unit employees; assists with the daily operations of the unit to ensure critical timelines are met, operational controls are in place, and daily functions are complete 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. Ensures customers and prospective customers are treated with the highest levels of courtesy and professionalism by routinely monitoring agent telephone conversations, providing coaching, and making recommendations for training as needed. Actively monitors status of incoming calls in the queue and abandoned calls on a real time basis to recommend necessary actions to keep customer service at an acceptable level. May analyze call center database reports to ensure staff are meeting established goals. Ensures team is adhering to the bank’s security procedures for customer identification and red flag identification. Notifies appropriate areas and takes immediate action if fraud is suspected or identified. Assists with building schedules, reviewing work produced by unit staff, addressing complaints, and monitoring and maintaining the integrity of the call center database. Analyzes current procedures and makes recommendations for modification of processes. Assists with creating or updating desk manuals and training materials. Participates in Bank initiatives as directed and provides subject matter expertise for processing changes. Answers customer inquiries from escalated calls or when needed to assist in day-to-day phone coverage for the Unit. Identifies customers’ banking needs and promotes bank’s products and services, ensuring recommendation aligns with customer-focus approach and supports the bank’s growth objective. Maintains subject matter expert (SME) level knowledge to provide technical support when assisting customers with debit and credit card cancellation and reissues, account disputes, placing stop payments, researching account transactions and supporting the bank’s digital services for bank customers. Keeps current with pertinent bank regulations, including but not limited to Reg. DD, Reg. E, Reg. CC, Bank Secrecy Act, Community Reinvestment Act, Right to Financial Privacy Act, FDIC Deposit Insurance and Reg. Z. Performs other work-related duties as assigned supervisor. COMPLIANCE EXPECTATIONS Ensure business unit’s operations comply with bank policy, procedures, and banking regulations (for business unit heads). Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time. Stay up-to-date on relevant laws and regulations. Ensure you and your delegates comply with the bank’s policies, procedures, laws, and regulations. Maintain customer confidence and protect the bank’s operations by you and your delegates identifying and protecting confidential information. SUPERVISORY RESPONSIBILITIES May supervise employees and serves as primary backup to unit supervisor. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.

Requirements

Associate’s degree in a business-related field and three years banking and/or call center experience; or four years banking and/or call center experience; or equivalent combination of education/training and experience.
Demonstrated abilities to lead and coach staff to ensure excellent customer service, efficient operations, and adherence to policies and procedures.
Word processing and spreadsheet software experience required.
Ability to keyboard 35 wpm and 10-key by sight is required.
Ability to handle highly confidential information, frequent deadlines, and time constraints required.
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 managers, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Nice To Haves

Six months in a lead or supervisory experience.
Strong overall knowledge of banking operations/regulations, digital services, technical troubleshooting, and ability to learn First National Bank Alaska's current operations and products.
Database software experience preferred.

Responsibilities

Monitor and direct the day-to-day activities of the Customer Contact Unit to provide consistent and exceptional customer service.
Serve as primary backup in the absence of leadership.
Provide direction, training, coaching, and mentoring to other unit employees.
Assist with daily operations of the unit to ensure critical timelines are met, operational controls are in place, and daily functions are complete.
Ensure customers and prospective customers are treated with the highest levels of courtesy and professionalism by routinely monitoring agent telephone conversations, providing coaching, and making recommendations for training.
Actively monitor the status of incoming calls in the queue and abandoned calls in real-time to recommend necessary actions to keep customer service at an acceptable level.
Analyze call center database reports to ensure staff are meeting established goals.
Ensure the team adheres to the bank’s security procedures for customer identification and red flag identification.
Notify appropriate areas and take immediate action if fraud is suspected or identified.
Assist with building schedules, reviewing work produced by unit staff, addressing complaints, and monitoring and maintaining the integrity of the call center database.
Analyze current procedures and make recommendations for modification of processes.
Assist with creating or updating desk manuals and training materials.
Participate in Bank initiatives as directed and provide subject matter expertise for processing changes.
Answer customer inquiries from escalated calls or when needed to assist in day-to-day phone coverage for the Unit.
Identify customers’ banking needs and promote bank’s products and services, ensuring recommendations align with customer-focus approach and support the bank’s growth objective.
Maintain subject matter expert (SME) level knowledge to provide technical support when assisting customers with debit and credit card cancellation and reissues, account disputes, placing stop payments, researching account transactions and supporting the bank’s digital services for bank customers.
Keep current with pertinent bank regulations, including but not limited to Reg. DD, Reg. E, Reg. CC, Bank Secrecy Act, Community Reinvestment Act, Right to Financial Privacy Act, FDIC Deposit Insurance and Reg. Z.
Perform other work-related duties as assigned by supervisor.
Ensure business unit’s operations comply with bank policy, procedures, and banking regulations.
Ensure adequate and current compliance training is completed on time.
Stay up-to-date on relevant laws and regulations.
Comply with the bank’s policies, procedures, laws, and regulations.
Maintain customer confidence and protect the bank’s operations by identifying and protecting confidential information.
May supervise employees and serve as primary backup to unit supervisor.
Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws, including interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.