Job Description

Assistant Supervisor - Call Center Operations
Salary: $24.50/hour+ DOE

Start a career with First National Bank Alaska, the *Best Place to Work in Alaska* as recognized eight years in a row by Alaska Business magazine readers.

GENERAL PURPOSE SUMMARY

Works closely with the Call Center Supervisor to monitor and direct the day-to-day activities of the External Customer Support Unit (unit) to provide consistent and exceptional customer service. Provides direction, coaching, and mentoring to other call center 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; and serves as primary backup to the Call Center Supervisor 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.

1. 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.

2. 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. Analyzes call center database reports to ensure staff are meeting established goals and makes recommendations to change expectations when needed.

3. 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 identified.

4. Assists with building schedules, reviewing work produced by unit staff, addressing complaints, and monitoring and maintaining the integrity of the call center database.

5. Analyzes current procedures and makes recommendations for modification of processes. Assists with creating or updating desk manuals and training materials.

6. Participates in Bank initiatives as directed and provides subject matter expertise for processing changes.

7. Answers customer inquiries from escalated calls or when needed to assist in day-to-day phone coverage for the Unit. Promotes and cross-sells all products and services of the bank, determining what best suits the customer\'s needs.

8. Uses advanced knowledge of consumer and business digital platforms to implement telephone marketing campaigns and promote and cross-sell multiple products, services, and solutions to build and deepen customer relationships while increasing the bank\'s revenue. Uses this knowledge to provide technical support for the bank\'s digital services to bank employees and customers.

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

10. 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 Insurance provisions and Regulation Z.

11. Performs other work related duties as assigned by supervisor.

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. Demonstrate 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 capacity. Strong overall knowledge of banking operations/regulations, digital services, technical troubleshooting, and ability to learn First National Bank Alaska\'s current operations and products.

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, peripheral 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.

First National Bank Alaska