Contact Center Operations Assistant

Contact Center Operations Assistant

Start a career with First National Bank Alaska, the Best Place to Work in Alaska as recognized 11 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. If you have banking and/or strong call center experience, consider the next step in your career with First National Bank Alaska!

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

Schedule: Monday-Friday, 8am-5pm, some weekend coverage

GENERAL PURPOSE SUMMARY

Works closely with the Contact Center Supervisor to monitor and direct the day-to-day activities of the Customer Contact Unit (unit) to provide consistent and exceptional customer service and serves as primary backup in the absence of leadership. Provides direction, training, coaching, and mentoring to other unit employees; assists with the daily operations of the unit to ensure critical timelines are met, operational controls are in place, and daily functions are complete 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.

• Ensures customers and prospective customers are treated with the highest levels of courtesy and professionalism by routinely monitoring agent telephone conversations, providing coaching, and making recommendations for training as needed.
• Actively monitors status of incoming calls in the queue and abandoned calls on a real time basis to recommend necessary actions to keep customer service at an acceptable level. May analyze call center database reports to ensure staff are meeting established goals.
• Ensures team is adhering to the bank's security procedures for customer identification and red flag identification. Notifies appropriate areas and takes immediate action if fraud is suspected or identified.
• Assists with building schedules, reviewing work produced by unit staff, addressing complaints, and monitoring and maintaining the integrity of the call center database.
• Analyzes current procedures and makes recommendations for modification of processes. Assists with creating or updating desk manuals and training materials.
• Participates in Bank initiatives as directed and provides subject matter expertise for processing changes.
• Answers customer inquiries from escalated calls or when needed to assist in day-to-day phone coverage for the Unit. Identifies customers' banking needs and promotes bank's products and services, ensuring recommendation aligns with customer-focus approach and supports the bank's growth objective.
• Maintains subject matter expert (SME) level knowledge to provide technical support when assisting customers with debit and credit card cancellation and reissues, account disputes, placing stop payments, researching account transactions and supporting the bank's digital services for bank customers.
• Keeps current with pertinent bank regulations, including but not limited to Reg. DD, Reg. E, Reg. CC, Bank Secrecy Act, Community Reinvestment Act, Right to Financial Privacy Act, FDIC Deposit Insurance and Reg. Z.
• Performs other work-related duties as assigned supervisor.

COMPLIANCE EXPECTATIONS

• Ensure business unit's operations comply with bank policy, procedures, and banking regulations (for business unit heads).
• Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time.
• Stay up-to-date on relevant laws and regulations.
• Ensure you and your delegates comply with the bank's policies, procedures, laws, and regulations.
• Maintain customer confidence and protect the bank's operations by you and your delegates identifying and protecting confidential information.

SUPERVISORY RESPONSIBILITIES May supervise employees and serves as primary backup to unit supervisor. Carries out supervisory responsibilities in accordance with the organization''s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.

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: Associate's degree in a business-related field and three years banking and/or call center experience; or four years banking and/or call center experience; or equivalent combination of education/training and experience. Demonstrated abilities to lead and coach staff to ensure excellent customer service, efficient operations, and adherence to policies and procedures.

Preferred: Six months in a lead or supervisory experience. Strong overall knowledge of banking operations/regulations, digital services, technical troubleshooting, and ability to learn First National Bank Alaska''s current operations and products.

OTHER SKILLS and ABILITIES:

Word processing and spreadsheet software experience required; database software experience preferred. Ability to keyboard 35 wpm and 10-key by sight is required. Ability to handle highly confidential information, frequent deadlines, and time constraints required.

LANGUAGE SKILLS:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING SKILLS:

Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, and the ability to adjust focus.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.