Internal Customer Support Specialist

Internal Customer Support Specialist

Salary: $27.50/hour minimum. Job/salary offer would be commensurate with job level and experience.

Schedule:

Monday‑Friday, 9am‑6pm.

Provides operational and procedural support and guidance to internal customers regarding bank policies, procedures, processes, and banking regulations. Supports internal customers to conduct day‑to‑day banking functions by performing the following essential duties and responsibilities.

• Research internal customer questions, problems and/or complaints concerning deposit accounts, loan inquiries, Bankcard, ATM, and other general functionality. Resolve issues or obtain supervisor’s assistance when necessary.
• Assist internal customers with interpretation and effectiveness of legal documents pertaining to banking activities such as Power of Attorneys, Trust documentation, Estate documents, etc.
• Research and assist branches with out-of-balance conditions for tellers and ATMs. Consult with all levels of management within various business units to identify best solutions for problems and inquiries.
• Perform maintenance to the bank’s overdraft payment system by request of authorized personnel.
• Documents call inquiries for trending and training purposes using various application tools such as Microsoft Excel, Access, Word, etc.
• Creates call summary reports with recommendations for training and resources by analyzing internal calls and responses entered into the call database.
• Provides coverage in the Contact Center on a monthly basis working with external customers by phone.
• Responsible for ensuring overdrawn accounts are closed within the regulatory time frames by utilizing a variety of reports and performing general ledger transactions.
• Analyzes and processes legal service requests such as levies/garnishments, requests for information, Subpoenas, Grand Jury Summons, Search Warrants, etc.
• Corresponds with various law enforcement personnel, law firms, legal representatives, etc., in order to process legal services.
• Maintains a high-level of confidentiality in relation to legal services performed.
• Keeps current on bank products and services, regulations, bank policies, procedures, systems, organizational structure, brand‑awareness, deposit operations, loan operations, online products, and other pertinent systems and equipment.
• Performs other work‑related duties as assigned by supervisor.

• Stay updated on relevant laws and regulations.
• Knowledable 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 protecting confidential information.

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.

Minimum:
Bachelor’s degree in a business related field and two years’ banking operations or related experience with one year in a customer service‑oriented position; or four years banking operations or related experience with one year in a customer service‑oriented position; or equivalent combination of education/training and experience. Familiarity with financial industry products, services, and regulations.

Preferred:
First National Bank Alaska branch operations experience. Knowledge of banking products, services, regulations, and procedures.

Word processing, database, and spreadsheet software experience required. Ability to coordinate workflow between multiple business units, follow through on tasks, manage time effectively, and produce deliverables timely. Ability to effectively communicate with customers, staff, and all levels of management required.

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or government regulations and legal documents. Ability to write…