About Company
First National Bank Alaska is proud to be Alaska’s largest locally owned and operated bank, deeply rooted in the communities we serve for over 100 years. With a steadfast commitment to personalized service and community development, we empower individuals and businesses across the state to achieve their financial goals. Our mission is to provide exceptional banking services with integrity, innovation, and a genuine understanding of Alaska’s unique economic landscape. We believe in fostering a supportive and inclusive environment where every employee can thrive and contribute to our shared success, ultimately making a tangible difference in the lives of our customers and the vitality of Alaska.
Job Description
First National Bank Alaska is seeking a dedicated and proactive Customer Relationship Specialist to join our remote service team. This is an exciting opportunity for an individual passionate about delivering exceptional customer experiences from the comfort of their home office. As a Remote Customer Relationship Specialist, you will be the primary point of contact for our valued customers, providing comprehensive support, resolving inquiries, and building lasting relationships through various digital channels, including phone, email, and chat.
In this pivotal role, you will be responsible for understanding customer needs, guiding them through our array of banking products and services, and ensuring their financial journey with us is seamless and positive. You will leverage your strong communication skills and problem-solving abilities to address a wide range of customer service issues, from account inquiries to technical support for online banking platforms. Beyond reactive problem-solving, you will proactively engage with customers, identifying opportunities to introduce them to services that can enhance their financial well-being. This position requires a high degree of empathy, attention to detail, and the ability to maintain professionalism and efficiency in a remote work environment. If you are a self-starter who thrives on building rapport and exceeding expectations, while contributing to a century-old institution committed to its community, we encourage you to apply and become a vital part of our growing team.
First National Bank Alaska is committed to fostering a culture of continuous learning and development. We provide extensive training and support to ensure our remote specialists are equipped with the knowledge and tools necessary to excel. You will work within a collaborative virtual team, backed by robust technology and a supportive management structure, ensuring you feel connected and valued despite working remotely. This role offers the flexibility of remote work coupled with the stability and career growth opportunities inherent in a leading financial institution. Join us in our mission to serve Alaska with unparalleled dedication.
Key Responsibilities
- Serve as the primary remote contact for customers via phone, email, and chat, providing accurate and timely information regarding bank products and services.
- Efficiently resolve customer inquiries, complaints, and technical issues related to accounts, transactions, online banking, and mobile applications.
- Proactively identify customer needs and cross-sell relevant banking solutions, educating them on the benefits of various products (e.g., loans, savings, digital tools).
- Maintain meticulous records of customer interactions and transactions within the CRM system, ensuring data accuracy and privacy compliance.
- Adhere strictly to all banking regulations, compliance standards, and company policies and procedures.
- Collaborate effectively with internal departments to escalate complex issues and ensure a seamless customer experience.
- Participate in ongoing training and professional development to stay current with product knowledge and industry best practices.
Required Skills
- Minimum of 2 years of experience in a customer service or relationship management role.
- Exceptional verbal and written communication skills with a clear and professional demeanor.
- Proven problem-solving abilities and a strong aptitude for critical thinking.
- Proficiency in using CRM software and comfortable navigating various digital platforms.
- Demonstrated ability to work independently, prioritize tasks, and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a dedicated, quiet home office space.
- High level of empathy, patience, and a genuine desire to help customers.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Finance, or a related field.
- Experience working in the financial services or banking industry.
- Familiarity with remote work tools and best practices for virtual collaboration.
- Bilingual proficiency (e.g., Spanish, Tagalog) is a plus.
Perks & Benefits
- Competitive salary package with potential for performance-based bonuses.
- Comprehensive health, dental, and vision insurance coverage.
- Generous paid time off (PTO) and company-paid holidays.
- 401(k) retirement plan with robust company matching contributions.
- Opportunities for professional development, training, and career advancement within a stable organization.
- Employee assistance program (EAP) offering support for work-life balance.
- Flexible remote work environment, promoting a healthy work-life integration.
How to Apply
Interested candidates are invited to submit their detailed resume and a compelling cover letter outlining their experience, qualifications, and suitability for this remote Customer Relationship Specialist role. Please click on the application link below to apply directly through First National Bank Alaska’s official careers portal.