Call Center Senior Specialist - 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!

Position Summary

The Call Center Support Senior Specialist handles inbound and outbound calls, emails, letters, customer questions, complaints, and advanced technical support of electronic banking, Treasury and Card Services products and services with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. This position handles complex customer service requests with limited supervision. 

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 

1. Monitor the Call Center queues, take customer calls to ensure wait times are within our SLAs and provide accurate, satisfactory answers to questions and concerns.  De-escalate situations involving dissatisfied customers, offering patient assistance and support.  
2. Conduct outbound calling efforts assigned by management to support sales campaigns, Electronic Service onboarding, complex operational or technical troubleshooting, or for special projects.         
3. Maintain an expert knowledge of Northrim Bank deposit products, electronic banking software/applications, bank services, and affiliate products. Maintain an advanced understanding of loan products to make effective referrals.
4. Positively identify each customer and accurately process their requests.   In addition to general and advanced requests, complete customer service requests for debit card disputes and same day mortgage loan payments. Process one-time consumer online banking related fees, one time limit increases within procedures, and deprovision services for closed accounts.
5. Perform complex account maintenance such as opening  consumer and business accounts, account ownership and signer changes, address and contact information changes, changes in marital status, opt in/opt out requests, debit card redirects, etc.
6. Review declined Consumer Online account opening requests for mitigating factors they may be approved. 
7. Respond to Northrim Bank customer service compliments, complaints, and suggestions assigned to the Call Center. Ensure problems are resolved to the customer’s satisfaction and reoccurring issues are identified and escalated as needed.
8. Review and approve Consumer Online Banking and auxiliary services applications.  
9. Participate in scripted testing and influence early product training for new or updated services.
10. Complete online, written and in-person compliance training within established timeframes.
11. Other duties as assigned.

Qualifications 

Education

• High School Diploma or equivalent. 

Experience

• Five years of customer service and/or sales experience to include:
  1. Two years of Call Center experience in the financial services industry. 
     • Evidence of progressive responsibility in related position preferred.

Knowledge & Communication Skills 

• Expert knowledge of bank products/services. 
• Exceptional customer service and sales consultative 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. 
• Strong oral and written communication skills and advanced command of the English language, its vocabulary, and grammar in order to comprehend, analyze, and effectively communicate business memorandums, technical procedures, and government regulation