Outbound Contact Center Supervisor jobs in Sitka, AK

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 Branch Supervisor leads assigned branch staff and collaborates with the Assistant Branch Manager to achieve efficient operation of branch activities by coaching, motivating, and training employees with regards to Superior Customer First Service, Sales and Teamwork. Other duties include staff scheduling, and contributing/participating in employee performance reviews and meetings. This position may originate and close consumer loans as well as sell/service products and services, if properly licensed, available through Northrim Investment Services (NIS).   

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. Coordinate and monitor daily Branch operations/workflows and staff schedules, to include timecard review.  Actively look for ways to increase productivity and efficiencies within the Branch. 
2. Perform, review, and approve over-the-counter general and complex paying and receiving transactions. 
3. Oversee in-branch activities and customer inquiries to include approving transactions, completing customer service requests for cash and non-cash transactions, account inquiries, check and ACH stop-payment, lost/stolen checks, statement and research requests.
4. Monitor and direct Teller/Universal Banker staff delivery of Superior Customer First Service and provide on-going coaching/training to support Bank Transformation.
5. Maintain a comprehensive knowledge of all Northrim deposit products and services, and a basic understanding of those offered by Northrim’s Affiliates to make effective Referrals. 
6. Identify cross-sell opportunities to gain, build and retain banking relationships. Refer and sell products/services to fit the customers’ needs. Assist with achieving the Branch goals set forth in the annual departmental strategic plan.  
7. Assist customers, resolve problems and manage the customer experience in order to consistently exceed customer expectations.  
8. Process overdraft exceptions and management activities in absence of Branch Manager (Br Mgr.) and/or Assistant Branch Manager (ABM). 
9. Open/Close the Branch, and Control currency/coin in a responsible manner within security guidelines and drawer limits. Ensure all branch cash drawers balance daily within Northrim Transaction Error/Outage Guidelines. 
10. Work closely with the Security/Risk Management Department to recognize fraudulent transactions and prevent losses. Recognize systemic indicator of fraudulent activity to prevent potential losses to the Bank and its customers. 
11. May originate and close/book Consumer Loans. If properly licensed, sell and service products/services offered through NIS. 
12. Complete online, written and in-person compliance training within established timeframes.
13. Other duties as assigned.

Position Specific Responsibilities

• Provide escalated customer service support to internal and external customers via phone, email, and online requests in a courteous and efficient manner.
• Provide support to the Br Mgr. and ABM to ensure all customer service compliments, complaints and suggestions assigned to the customer comment application are addressed in a timely manner and with a high level of customer satisfaction. 

Supervisory Responsibilities

• Carry out supervisory responsibilities in accordance with the company policies and applicable laws. 
• Oversee productivity, ensure accountability, value differences, and motivate and develop staff. Responsibilities include collaborating and coordinating with the ABM/Br Mgr. to recruit, retain and grow employees; delegate/follow-up workflows and help prepare and participate with performance evaluations; working with the ABM/Br Mgr. to address work related issues. 
• Ensure employees complete compliance training within established timeframes; understand and implement compliance requirements applicable to their positions.

Qualifications 

Education

• High School Diploma or equivalent.

Experience

• Three years of customer service and sales experience to include:
  1. Two years of related financial institution experience.
  2. One year of supervisory experience preferred.
• Equivalent combination of education and/or experience that fulfill the requirements of the position may be considered. 
• Related Education, Financial Institution, Military experience may be used as a substitute for education or work experience. 

Licenses & Certifications 

• State of Alaska Life Insurance License preferred.
• This position may require accurate and current registry with the National Mortgage Loan Licensing Registry to include annual renewals and submission of fingerprints every three years, and must pass a criminal background check. 

Knowledge & Communication Skills 

• Advanced customer service skills, consultative sales skills, and communicate information in a positive and professional manner.  
• Enjoy working in a fast-paced environment that requires attention to detail and accuracy.
• Competently read, write, and speak English sufficiently to comprehend, analyze, and effectively communicate business memorandums, technical procedures, and government regulations.  
• Must understand and have the ability to implement applicable compliance requirements.

Analytical & Decision Making Skills 

• Resolve complex and greatly varied customer service issues without assistance.  
• A high level of analytical ability is required to determine solutions to difficult and complex problems. 
• Ability to produce, interpret and explain documents such as procedural manuals, business documents, and safety/security rules.   
• Strong organizational and time management skills. Ability to perform independently in setting objectives and determining how to proceed.
• Able to multi-task and accomplish high degree of accurate work that adheres to established processes, procedures and regulations.
• Must be alert to fraudulent activity to prevent potential losses to the bank or our customers.  

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.

Working Conditions 

• The noise level in the work environment is usually moderate. 
• Work is performed in a professional office environment.

Part Time or Full Time, Exempt  

Grade 14

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.