Call Center Specialist - Northrim Building

Northrim Bank
vision insurance, parental leave, paid time off, paid holidays, 401(k)
United States, Alaska, Anchorage
Jan 07, 2025
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. Employee Benefits: Medical, Dental and Vision insurance, including FSA (Flex Spending Account) Paid Time Off to include select paid holidays Retirement Benefits with generous 401K match Some Other Favorite Employee Benefits Include Paid Parental Leave, Education Assistance, Employee Assistance Program, Employee Wellness Program and much more! Pay is depending on experience. Minimum is $20.25/hour Position Summary The Call Center Specialist handles inbound and outbound calls, emails, letters, customer questions, complaints, and technical support of electronic banking and Card Services products and services. This position provides escalated customer support to internal and external customers via phone, e-mail, and online request 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 Provide customer first service when handling incoming calls 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. 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. Conduct outbound calling efforts assigned by management. Recognize the opportunities to assist customers with their ongoing financial needs and make appropriate referrals, assist calling officers with sales efforts, and identify prospects. Positively identify each customer and accurately process their requests. In addition to general requests, complete advanced requests to include customer service request for tier 2 EB and tier 1 Card Services maintenance requests. Perform account maintenance such as opening new accounts, account ownership and business account signer changes, address and contact information changes, changes in marital status, opt in/opt out requests, etc. Review and approve new Consumer Online Banking account opening and funding requests. Respond to Northrim Bank customer service compliments, complaints, and suggestions assigned to the Call Center. Complete online, written and in-person compliance training within established timeframes. Other duties as assigned. Qualifications Education High School Diploma or equivalent. Experience Two years of customer service, call center, and/or sales experience, to include: One year of related experience in the financial services industry. Evidence of progressive responsibility in related position preferred. 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 all accompanying regulations, procedures and applicable core system applications. Must understand and have the ability to implement applicable compliance requirements. Analytical & Decision Making Skills Ability to independently analyze, prioritize and resolve complex questions or issues often with limited information provided by a customer or bank employee. Remain thorough and detail oriented while performing several tasks concurrently. Must be able to recognize fraud indicators in order to detect fraudulent activity and prevent potential loss to the bank and our customers. 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 and gladly accept the opportunity to exceed customer expectations through one touch resolution. 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. Working Conditions The noise level in the work environment is usually moderate. Work is performed in a professional office environment. Full Time, Non-Exempt Grade 13 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.