Contact Center Agent

First National Bank Alaska; Anchorage (AK); On-site; USD 26,651 - 37,958; Full time

Job summary

First National Bank Alaska is seeking a full-time Contact Center Agent to provide exceptional customer service from our Service Center in Anchorage. The role involves assisting customers with account services and transactions via phone and email. Candidates should have a minimum of three years total experience, including at least one year in the financial industry. Strong customer service and communication skills are essential. Salary starts at $23.45/hour, with other benefits available.

Qualifications

• Minimum three years total experience, with at least one year in the financial industry.
• Two years in call center or customer service experience.
• Ability to type 35 wpm and operate a 10-key calculator by sight.

Responsibilities

• Assist customers via phone and email with account services.
• Process transactions and resolve customer issues.
• Build relationships with customers to identify needs.

Skills

Customer service

Communication

Troubleshooting

Relationship building

Education

Three years of experience in customer service

One year in financial industry

Tools

Word processing software

Spreadsheets

Job description

Contact Center Agent

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.

Salary: $23.45/hour minimum. Salary offer commensurate with job level and experience.

Schedule: Full-time, Monday-Friday, 8am - 5pm. This is not a remote position; it is based in our Service Center in Anchorage.

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

• Uses telephone and email communication to determine customer needs and takes appropriate action to ensure customers receive timely, accurate, and dependable assistance.
• Researches 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 deposit account paperwork, and opens new deposit accounts upon receipt of completed and approved paperwork.
• Meets established expectations for 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, including enrollment, error resolution, resetting passwords, and instruction.
• Adheres to strict security procedures for customer verification and recognizes/escalates any red flags.
• 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 relationships, uncover banking needs, and cross-sell products and services to provide value and increase revenue.
• Provides advanced level knowledge for debit card cancellations and reissues, account disputes, stop payments, and researching account transactions.
• Keeps current with bank regulations such as 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 duties assigned by 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.
• Maintain customer confidence and protect the bank’s operations by safeguarding confidential information.

EDUCATION AND/OR EXPERIENCE

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

Preferred: Customer service experience in a banking environment and familiarity with bank products, services, and procedures.

OTHER SKILLS AND ABILITIES

Ability to type 35 wpm, operate a 10-key calculator by sight, and general office machine experience required. Knowledge of Word processing, spreadsheets, Internet, and web browsing required; database experience preferred.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations; write reports and business correspondence; effectively present information verbally and in writing; and respond to questions from managers, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages; apply basic algebra concepts.

REASONING SKILLS

Apply common sense while carrying out written, oral, or diagram instructions and deal with problems involving several variables in standardized situations.

PHYSICAL DEMANDS

Regularly required to sit, use hands, talk, hear, reach, sometimes stand, walk, stoop, kneel, crouch, or crawl. Occasionally lift up to 25 pounds. Vision requirements include close, distance, and color vision with ability to adjust focus.

WORKING CONDITIONS

Noise level in the work environment is usually moderate.