About Company
First National Bank Alaska is an independent, Alaska-based financial institution, proudly serving communities across the state since 1922. As the oldest and largest Alaskan bank, we are deeply committed to fostering the economic well-being of our customers and the communities we serve. Our mission is to provide exceptional financial services, personalized guidance, and innovative solutions that empower individuals, families, and businesses to achieve their financial goals. We pride ourselves on our rich heritage, strong community ties, and our dedicated team of professionals who embody our values of integrity, respect, and service. Joining First National Bank Alaska means becoming part of a legacy of trust and commitment to Alaskans, where your contributions directly impact the lives of our neighbors and the prosperity of our state.
Job Description
Are you passionate about helping people, thrive in a remote work environment, and possess a keen eye for detail? First National Bank Alaska is seeking a dedicated and empathetic Customer Care Officer to join our dynamic Remote Department. In this vital role, you will be the first point of contact for our valued customers, providing exceptional service and support from the comfort of your home base. As a cornerstone of Alaska’s financial landscape, First National Bank Alaska is committed to fostering strong community ties and empowering individuals and businesses across the state. We believe that outstanding customer service is at the heart of our mission, and our Remote Department plays a crucial role in extending our reach and ensuring consistent, high-quality support to every Alaskan, no matter their location.
This position is perfect for an individual who is self-motivated, tech-savvy, and genuinely enjoys solving problems. You will be responsible for handling a wide array of customer inquiries via phone, email, and chat, ranging from account information requests and transaction assistance to troubleshooting online banking issues and guiding customers through various banking products and services. Your ability to listen actively, communicate clearly, and empathize with customer needs will be paramount. You’ll be empowered to resolve issues efficiently and effectively, escalating complex matters when necessary, all while adhering to strict banking regulations and internal policies. This role requires a high degree of professionalism, discretion, and accuracy when handling sensitive customer information and financial transactions.
Working remotely means you’ll need excellent organizational skills and the ability to manage your time independently to meet service level agreements and maintain high productivity. You’ll be part of a supportive team, collaborating virtually with colleagues and supervisors to share best practices and ensure a seamless customer experience. We provide comprehensive training to equip you with all the knowledge and tools required to succeed, ensuring you are confident in representing First National Bank Alaska. This is more than just a customer service role; it’s an opportunity to build lasting relationships, contribute to the financial well-being of Alaskans, and grow your career within a reputable and long-standing institution. If you’re ready to make a significant impact while enjoying the flexibility and autonomy of remote work, we encourage you to apply and become a part of our dedicated team.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate information.
- Resolve customer issues, complaints, and concerns efficiently and effectively, ensuring customer satisfaction.
- Assist customers with account information, transaction details, online banking support, and product/service inquiries.
- Maintain a high level of product knowledge regarding all banking services, policies, and procedures.
- Document all customer interactions accurately and thoroughly in the customer relationship management (CRM) system.
- Adhere strictly to all banking regulations, compliance requirements, and internal security protocols.
- Identify and escalate complex issues to appropriate departments or supervisors for resolution.
- Contribute to team goals by achieving individual performance metrics and service level agreements (SLAs).
- Participate in ongoing training and professional development opportunities to enhance skills and knowledge.
Required Skills
- Excellent verbal and written communication skills
- Strong active listening and empathy
- Exceptional problem-solving abilities
- Proficiency with computer systems and multiple software applications
- Strong organizational and time management skills
- Ability to work independently in a remote setting
- High school diploma or equivalent
- Customer-centric mindset
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Finance, or a related field
- Previous experience in a remote customer service role
- Prior experience in the banking or financial services industry
- Familiarity with banking software and CRM systems
- Proven ability to handle sensitive information with discretion
Perks & Benefits
- Competitive salary and performance bonuses
- Comprehensive health, dental, and vision insurance
- Paid time off and holidays
- 401(k) retirement plan with company match
- Life and disability insurance
- Employee assistance program
- Opportunities for career growth and professional development
- Remote work equipment and stipend (where applicable)
How to Apply
To apply for this exciting opportunity, please click on the application link below. On our careers page, search for ‘Customer Care Officer – Remote Department’ or similar customer service positions and follow the instructions to submit your application. We look forward to reviewing your qualifications!