Job Description

Card Services Support Representative - ATM/Debit Cards



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.

We are seeking a Customer Service Professional to Join our ATM/Debit Card Support Team!

Our Product Support Technicians are the Customer Support Representatives that act as liaisons between our customers, software staff and vendors to support customer needs and processing systems.




Salary: Product Support Technician I - $19.00/hour minimum

Salary: Product Support Technician II - $25.15/hour minimum

Job/salary offer would be commensurate with experience.



Schedule: Monday-Friday, 8:00am-5:00pm

GENERAL PURPOSE SUMMARY

Acts as liaison between bank's end users, customers, software development staff, and vendors to support the bank's processing systems; provides technical support 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.

Provides technical support for purchased and internally developed bank processing systems. Acts as liaison between bank's end users, customers, software development staff, and vendors to resolve system problems within the scope of responsibility; answers users' questions and finds solutions for users' needs. Reviews documentation on assigned systems, determines effect on bank users, and recommends procedural improvements to supervisor.

Maintains current comprehensive technical knowledge of assigned systems and related banking regulations, and their interfaces to all applicable systems and applications. Performs other work-related duties as assigned by supervisor.

COMPLIANCE EXPECTATIONS

Stay up to date 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 to you and your job. Maintain customer confidence and protect the bank's operations by identifying and protecting confidential information.

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:

Two years banking or customer service. Familiarity with banking data and processes.

Preferred:

Familiarity with banking (FNBA) products and processing environment.

SKILLS and ABILITIES:

Ability to keyboard 45 wpm and operate a 10-key calculator by sight required; word processing and spreadsheet software experience required, database software experience preferred. Must have good written and oral communication and interpersonal skills.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers, employees of the organization, and vendors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.

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 sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. The employee is frequently required to talk and hear. The employee is occasionally required to stand; walk; 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, depth perception, 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.