Oversee functions and aspects of Customer Support Department to ensure quality day to day support of Customers in a manner that keeps with the organization’s Mission Statement and goals.
Duties and Responsibilities:
Responsible for the Customer Support personnel to include, supervision, training, evaluations, morale and policy compliance. Promotes teamwork and the development and cross-training of employees.
Oversee the daily operations of Customer Support and Coordinate the Customer Support work flow to ensure effective delivery of service to customers.
Assist Customer Support Team in resolving calls and inquiries from Customers. Provide first level technical support and problem management for Customer reported problems and determine corrective action needed. Create necessary work orders to support Customers.
Responsible for Customer correspondence of operational and administrative topics.
Perform monthly review of Customer Support call logs to determine minimum standards of communication are being met and ensure all resulting action items have been completed or are in progress.
Act as a primary contact point for alarm notifications from physical security and assist Customer Sales and Support Manager in overseeing physical security of applicable facilities.
Prepare and file Visa/Plus quarterly operating certificates and surcharge reports.
Assist the Customer Sales and Support Manager with annual Visa and MasterCard personalization audits and responses.
Actively participate in the ongoing development and implementation of Alaska Option policies and procedures as applicable to Customer Support.
Serve as primary user rights administrator for Customer Support maintained applications such as AO TRAFIC, secured website, and card and PIN personalization access. Ensure adequate controls and documentation of systems, tasks and operational procedures are developed and maintained. Act as primary IT Liaison between AO and MIS.
Assist in support of the AO and NWCUA secured websites. Post urgent customer notifications to secured website as needed.
Function as a Network DES Key control Custodian.
Responsible for timely and accurate preparation and maintenance of documents for the department, including but not limited to operating plan statistics, monthly statistical reports, assigned meeting and project minutes, procedures, retention logs etc.
Assist with back up of balancing and reconciliation and daily tasks of Accounting department in the absence of the Accounting staff.
Participate in Network project meetings and as appropriate, assist in the research, testing and certification of special projects and Customer Support related applications such as card personalization and PIN generation.
Assist the Customer Sales and Support Manager in analyzing current procedures and assist in the redesign of work flows in conjunction with management to optimize efficiencies and minimize expenses. Also assist in the review of alternatives to improving and for replacing existing systems and automating manual systems and include analysis of related costs and benefits. Assist with statistical data tracking and analyzing of current industry trends.
Assist the Training and Implementation Officer with development and maintenance of training curriculum and materials as needed and respond to requests for the Customer Sales and Support manager in their absence.
Maintain a working and in-depth knowledge of current EFT rules and regulations for all Network and processing relationships. Ensure compliance with all state and federal regulations for signature and PIN transactions as it relates to Customer Support and exception item processing, and confirm that applicable operating procedures are correct.
Complete other duties as assigned. Qualification Requirements:
Education - High school diploma or equivalent with two years of college, majoring in business or finance.
Experience Required - Two years supervisory experience in a financial institution or with another EFT Network, processor or switch; Accounting and/or EFT operation experience strongly preferred.
Skills - Must have minimum two years supervisory experience and proven effective and articulate interpersonal and human relations skills. Strong initiative and a willingness to rapidly learn and apply new skills. Must be able to work as a team player. Demonstrated organizational, analytical and problem solving skills and demonstrated ability to exercise good judgment and draw valid conclusions from data gathered. Strong customer service, oral and written communication skills. Intermediate PC skills to include MS Office applications and light typing required. Accounting and GL reconciliation experience preferred. Position requires a criminal background investigation, annual credit check and random drug and alcohol testing due to the nature of the work involved.
Tenure - Not applicable