At Northrim Bank, our vision is to be Alaska's premier bank and employer of choice. We are looking for professional and knowledgeable employees who take pride in their work. We believe in providing value for our customers and communities.
The Call Center Representative handles inbound and outbound calls, customer questions, complaints, and technical support of electronic banking products and services with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
The following duties are intended to provide a representative summary of the major duties and responsibilities and ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional duties.
Essential Duties and Responsibilities
Demonstrate proper phone etiquette when answering calls while efficiently addressing customer needs and following up to ensure customer satisfaction.
Use multiple resources to research and resolve moderately complex customer inquiries.
Recognize the opportunities to assist customers with their ongoing financial needs and make appropriate referrals. Participate in outbound sales efforts and identify prospects.
Maintain an advanced knowledge of Northrim Bank deposit products, electronic banking software/applications, bank services, and affiliate products. Maintain a foundational understanding of loan products to make effective referrals.
Frequently fulfil non-cash general ledger and customer inquiries to include completing customer service requests for balance inquiries, check and ACH stop-payment, lost/stolen checks, statement and research requests.
Perform account maintenance such as account ownership changes, address and contact information changes, changes in marital status, opt in/opt out requests, etc.
Respond to customer inquiries by researching, locating, and providing information in a timely manner. Communicate status of pending service requests with customers and management within established service level agreements.
Monitor the Call Center incoming queues and satisfactorily resolve customer problems by clarifying issues, researching and exploring answers, suggesting solutions, implementing resolutions, escalating issues as warranted, and validating customer needs are met.
Provide Tier-1 support for Electronic Banking Maintenance Requests.
Review and approve new Consumer Online Banking account opening and funding requests.
Provide Tier-1 after-hours technical assistance for Business Account Recon, Positive Pay troubleshooting, and remote Deposit Capture requests.
Provide technical assistance for Tier-1 Electronic Funding Transfer Services requests, electronic channel products to include basic troubleshooting of client operating systems, devices, and browsers as they relate to Bank products.
Complete online, written and in-person compliance training within established timeframes.
Other duties as assigned.
One year of related experience in financial services, customer service, call center and/or sales experience. Equivalent combination of related education and/or experience that fulfill the requirements of the position may be considered.
Related military education/experience may be used as a substitute for education or work experience.
Knowledge & Communication Skills
Exceptional customer service skills with the ability to listen effectively and communicate information in a positive, professional and comprehensible manner in person, over the phone and in writing.
Ability to competently read, write, and speak English sufficiently to comprehend, analyze, and effectively communicate business memorandums, technical procedure, and government regulations.
Must enjoy working in a fast-paced environment that requires attention to detail and accuracy.
Quickly and efficiently resolve customer problems utilizing a variety of resources.
Thorough knowledge of accompanying regulations, procedures, and applicable core system applications.
Must understand and have the ability to implement applicable compliance requirements.
Analytical & Decision Making Skills
Motivated self-starter with strong listening and problem-solving skills, who is able to handle sometimes challenging situations with limited supervision.
Capability to resolve most customer questions or concerns independently and recognize the need for call escalation.
Ability to take ownership for the opportunity to exceed customer expectations through one touch resolution.
Ability to multi-task and accomplish a high degree of accurate work that adheres to established processes, procedures and regulations.
Computer/Software/Other Equipment Skills
Intermediate knowledge of MS Office Suite, including Word, Excel, PowerPoint, and Outlook. Ability to operate standard office equipment such as PC, printer, fax/copier, and telephone.
Ability to navigate through different resources, computerized and manual, to assist with problem identification and solutions.
The noise level in the work environment is usually moderate.
Work is performed in a professional office environment.
Northrim Bank is an equal opportunity and affirmative action employer. Northrim Bank does not discriminate in employment based upon race, color, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, protected veteran status, pregnancy, parenthood, marital status, changes in marital status, genetic information or any other status protected by federal, state or local law.
Northrim Bancorp, Inc.