Contact Center Operations Lead

First National Bank Alaska; Anchorage (AK); On-site; USD 33,000 - 44,000; Full time

Job summary

First National Bank Alaska is seeking a Contact Center Operations Assistant to join its Anchorage, AK team. The role supports day-to-day customer interactions, coaching agents and ensuring high service levels in a centralized contact center environment.

You will handle escalations, promote bank products, and maintain SME knowledge on debit/credit card issues and digital banking services while ensuring compliance with banking regulations.

Qualifications

• Associate’s degree in a business-related field with banking or call center experience.
• Strong coaching and leadership abilities to guide staff.
• Ability to maintain confidentiality and adhere to security policies.

Responsibilities

• Monitor call queue in real time and coach agents as needed.
• Ensure compliance with bank security procedures and detect fraud.
• Assist with scheduling and performance monitoring of unit staff.
• Provide SME knowledge for debit/credit card issues and digital services.
• Maintain regulatory knowledge including Reg. DD, Reg. E, Reg. CC, BSA, Reg. Z.
• Answer inquiries from escalated calls and support day-to-day coverage.

Skills

Call center experience

Customer service

Banking operations knowledge

Education

Associate’s degree in business-related field

Tools

Word processing software

Spreadsheet software

Database software

Job description

First National Bank Alaska is seeking a Contact Center Operations Assistant to join its Anchorage, AK team. The role supports day-to-day customer interactions, coaching agents and ensuring high service levels in a centralized contact center environment.

You will handle escalations, promote bank products, and maintain SME knowledge on debit/credit card issues and digital banking services while ensuring compliance with banking regulations.