Customer Contact Agent

Customer Contact Agent - Full & Part-Time

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 First Contact Customer Service 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 a career with First National Bank Alaska!

Salary: $23.25/hour minimum. Job/salary offer would be commensurate with job level and experience.

Schedule:

Monday-Friday, between 8am-6pm;
Saturday, 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, accepts and processes various transactions, provides technical support for the bank's digital services, and transfers inquiries to appropriate bank departments 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.

* Uses telephone and email communication to determine customer needs and takes appropriate action to ensure customers receive timely, accurate, and dependable assistance.

* Researches more complex customer questions, problems, and/or complaints to resolve issues, 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 established expectations as they relate to call handling, including average talk time, wrap-up codes, not-ready time, etc.

* Acts as a liaison between customers and various bank departments.

* 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 and escalates any red flags for immediate attention.

* Analyzes abnormal digital activity for potential fraud and takes appropriate action to protect the customer and bank. Makes outbound calls when needed to validate online access.

* Engages with customers to build and deepen relationships by uncovering banking needs, and using expert knowledge to cross-sell multiple products, services, and solutions to provide customers with value-added services while increasing the bank's revenue.

* Provides a more advanced level of knowledge when assisting customers with debit card cancellations and reissues, account disputes, placing stop payments, and researching account transactions.

* Keeps current 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.

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:
Three years' total experience with at least one year financial industry experience and two years' call center and/or customer service experience; or equivalent combination of education/training and experience.

Preferred:
Customer service…