Product Support Technician I/II - Credit Card Support Unit

First National Bank Alaska • Anchorage, AK

56d • $19 - $25

About The Position

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. We are seeking a Customer Service Professional to Join our Team! Put your knowledge of banking technology and customer service experience to work by joining our Credit Card Support team. Our Product Support Technicians act as liaisons between our customers, software staff and vendors to support processing systems. Salary: Product Support Technician I - $19.00/hour minimum Salary: Product Support Technician II - $25.15/hour minimum Job/salary offer would be commensurate with experience. Schedule: Monday-Friday, 8:00am-5:00pm GENERAL PURPOSE SUMMARY Acts as liaison between bank's end users, customers, software development staff, and vendors to support the bank's processing systems; provides technical support by performing the following essential duties and responsibilities:

Requirements

• Product Support Technician I Minimum: Two years banking or customer service. Familiarity with banking data and processes.
• Product Support Technician II Minimum: Bachelor's degree in business, technology or related field and one year banking experience relevant to the functions of the assigned unit; or three years' banking experience relevant to the functions of the assigned unit; or equivalent combination of education/training and experience. Familiarity with banking data and processes.
• Ability to keyboard 45 wpm and operate a 10-key calculator by sight required; word processing and spreadsheet software experience required, database software experience preferred. Must have good written and oral communication and interpersonal skills.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers, employees of the organization, and vendors.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
• 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

• Familiarity with banking (FNBA) products and processing environment.
• Customer service experience.

Responsibilities

• Provides technical support for purchased and internally developed bank processing systems.
• Acts as liaison between bank's end users, customers, software development staff, and vendors to resolve system problems within the scope of responsibility; answers users' questions and finds solutions for users' needs.
• Reviews documentation on assigned systems, determines effect on bank users, and recommends procedural improvements to supervisor.
• Maintains current comprehensive technical knowledge of assigned systems and related banking regulations, and their interfaces to all applicable systems and applications.
• Performs other work-related duties as assigned by supervisor.
• Stay up to date 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 501-1,000 employees