Customer Support Supervisor
Salary: $63,000/annual + DOE

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

GENERAL PURPOSE SUMMARY

Provides leadership, guidance, coaching and mentoring to the Centralized Customer Support staff in order to deliver an excellent customer experience. Responsible for the daily operations of the Centralized Customer Support Unit by performing the following essential duties and responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manages daily unit operations. Ensures customers and prospective customers are treated with the highest levels of courtesy and professionalism.
• Actively monitors status of incoming calls in queue and abandoned calls on a real time basis to determine necessary actions to keep at an acceptable level. Tracks and maintains call data and service levels for management evaluation. Routinely monitors agent telephone conversations to ensure high quality customer service is maintained.
• Evaluates the effectiveness and efficiency of automation within the Unit. Analyzes current procedures, makes recommendations for modification and implements new procedures.
• Reviews work/reports produced by Unit.
• Utilizes operations and on-line manuals in answering operational questions.
• Implements telephone marketing campaigns designed by Marketing Department. Promotes and cross-sells all products and services of the bank, determining which best suits the customer’s needs.
• Reviews all electronic communication sent to customers for adherence to policy/procedure, accuracy, and professionalism.
• Handles escalated customer inquiries and troubleshooting; and, ensures consumer complaints are immediately directed to the appropriate person, in accordance with the Bank’s Consumer Complaint Policy.
• Keeps current with pertinent bank regulations, including but not limited to Reg. DD, Reg. CC, Bank Secrecy Act, Community Reinvestment Acts, Right to Financial Privacy Act, FDIC insurance provisions and Regulation Z.
• Performs duties of delegates as required.
• Performs other work-related duties as assigned by supervisor.

SUPERVISORY RESPONSIBILITIES

Manages the External Customer Support Unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and direct work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.

QUALIFICATION REQUIREMENTS

EDUCATION and/or EXPERIENCE:

Minimum: Bachelor's degree in a business related field and three years progressively responsible related bank operations experience, including two years in a supervisory capacity; or five years progressively responsible related bank operations experience, including two years in a supervisory capacity; or equivalent combination of education/training and experience. Familiarity with banking regulations.

Preferred: Call Center supervisory experience. Strong overall knowledge of banking operations/regulations and ability to learn First National Bank Alaska's current operations and products. Must demonstrate ability to lead and coach staff to ensure excellent customer service, efficient operations and adherence to policies and procedures. Hands-on manager who is willing and able to model desired behavior. Sales skills and familiarity with loan documents and lending procedures.

SKILLS and ABILITIES:
Word processing, spreadsheet, and Outlook software experience required. Ability to use phone, operate 10-key by sight and keyboard 35 wpm required. Ability to operate 10-key by touch and keyboard 45 wpm preferred. Database and presentation software experience preferred. Ability to handle highly confidential information, frequent deadlines, and work effectively under time constraints required. Ability to perform well under pressure and respond politely to customers required.

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

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 define problems, collect data, establish facts, and draw conclusions. 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 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 frequently required to stand; walk; reach with hands and arms. The employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; talk and hear. 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 abilities required by this job include 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.