Senior Contact Center Agent

First National Bank Alaska•Anchorage, AK

48d•$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. 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. Salary: $25.15/hour minimum. Job/salary offer would be commensurate with job level and experience. Schedule: Monday-Friday, 8am-5pm, some Saturdays, 9am-4pm 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 and accepts and processes various transactions; provides high-level technical support for the bank's digital services; and transfers inquiries to appropriate bank departments by performing the following essential duties and responsibilities:

Requirements

Minimum: Four years' total experience with at least two years financial industry experience and two years' call center and/or customer service experience; or equivalent combination of education/training and experience.
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.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures or governmental regulations and standard banking services contracts.
Ability to write reports and business correspondence.
Ability to effectively present information, demonstrate products and respond to questions from managers, business customers and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions and percentages.
Ability to apply concepts such as fractions, percentages, ratios and proportions to practical solutions.
Ability to solve practical problems and deal with a variety of situations where limited standardization exists.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to interpret instructions in written, oral, diagram or schedule form.

Nice To Haves

Customer service experience in a banking environment and familiarity with bank digital offerings, products, services, and procedures.
Database experience preferred.

Responsibilities

Uses professional and courteous telephone and email communication to determine customer needs and takes appropriate action to ensure customers receive timely, accurate, and dependable assistance.
Researches and solves for more complex customer questions, problems, and/or complaints to resolve issues by demonstrating exceptional communication skills and facilitating effective problem solving with customers and co-workers; 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 or exceeds established expectations as they relate to call handling and customer experience, including average talk time, wrap-up codes, not-ready time, etc. Demonstrates willingness to receive coaching and consistently fosters a collaborative atmosphere.
Acts as a liaison between customers and various bank departments.
Provides technical knowledge related to digital functions such as VPN use, device functions, browser configuration and settings, etc. Provides advanced level of knowledge when assisting customers with debit card cancellations and reissues, account disputes, placing stop payments, and researching account transactions.
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, reports, and takes appropriate action for any red flags needing immediate attention.
Analyzes abnormal digital activity reporting for potential fraud and takes appropriate action to protect the customer and bank. Makes outbound calls when needed to validate online access and/or abnormal transactions.
Builds and deepens relationships with customers to uncover banking needs, and uses expert knowledge to cross-sell products, services, and solutions in alignment with the bank's brand. Provides customers with value-added services while increasing the bank's revenue.
Provides training and reviews work of lower level employees in Unit for accuracy and error resolution. Proactively shares resources and knowledge with co-workers to enhance overall team performance.
Keeps current and complies 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.