Call Center Representative - Northrim Building

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 $17.46 / hour

Position Summary

The Call Center Representative handles inbound and outbound calls, emails, letters, customer questions, complaints, and light technical support of electronic banking products and services for individuals and businesses 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 first service.
• Recognize the opportunities to assist customers with their ongoing financial needs and make appropriate referrals. Participate in outbound sales efforts and identify prospects.
• Maintain a general 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.

• Positively identify each customer and accurately process their general requests. General requests include completing customer service request for balance inquiries, check and ACH stop-payments, lost / stolen checks, statement and research requests, tier 1 EB consumer maintenance requests, etc.
• Perform standard account maintenance such as consumer account ownership changes, address and contact information changes, changes in marital status, opt in / opt out requests, etc.
• Complete online, written and in-person compliance training within established timeframes.
• Other duties as assigned.

Qualifications

Education

High School Diploma or equivalent.

Experience

• 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.

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 12

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.