Start a career with First National Bank Alaska, the *Best Place to Work in Alaska* as recognized three years in a row by Alaska Business magazine readers.
GENERAL PURPOSE SUMMARY The Product Support Manager positions manages the operations of the Card Services Section comprised of the Credit Card Support Unit and the Risk Unit. This position supervises and provides administrative oversight, advice, and guidance ensuring releases and updates of bank's software are implemented timely and accurately. Ideal candidate has experience in credit card operations, including: credit card customer service, knowledge of regulations governing credit cards, experience with risk management systems and associated risk, credit card processing systems and credit card dispute and chargeback processing.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Directs the implementation of software releases and updates, including but not limited to developing the timeline, defining staffing and training needs, heading the conversion team, providing direction to delegates, server support staff, and coordinating with end users.
Plans, executes, and completes software implementation projects according to deadlines and within budget, defining scope, objectives, and team members in collaboration with senior management, project initiator, and stakeholders; communicates and presents project expectation, progress, goals, and results to stakeholders.
Serves as a liaison between bank's end users, bank software development staff, and vendors; analyzes bank-wide work processes to enable the most effective use of software defining training and documentation needs; coordinates requests for information, assistance, and software enhancements.
Resolves discrepancies in the accuracy and validity of bank and customer data, working with appropriate bank staff and vendors to make necessary corrections to software design or to develop enhancement requests with vendors.
Monitors staff activity by reviewing and approving specification change requests and analyzing support calls to determine documentation and/or staff training issues.
Acts as internal consultant to all divisions of the bank, providing technical guidance and recommendations on complex information systems projects, maintaining full technical knowledge of banking software through continued education and vendor interactions; oversees access controls for the appropriate systems and any necessary changes to baseline templates.
Performs other work-related duties as assigned by supervisor.
SUPERVISORY RESPONSIBILITIES: May supervise employees in assigned units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Trains employees; plans, assigns, and directs work; addresses complaints; resolves problems, and may be requested to make hiring, evaluating, and terminating recommendations regarding employees.
EDUCATION and/or EXPERIENCE: Minimum: Bachelor's degree in business or related field and four years banking experience relevant to the functions of the assigned unit; or seven years banking experience and/or training relevant to the functions of the assigned unit; or equivalent combination of education/training and experience. Two years lead or supervisory experience. Understanding of banking data and processes such as deposits, loans, and accounting. Preferred: Bachelor’s degree in business or related field and five years banking experience relevant to the functions of the assigned unit; or eight years banking experience and/or training relevant to the functions of the assigned unit; or equivalent education/training and experience. Three years supervisory experience. Experience with systems development and integration.
Internal Number: INT-150E.1
About First National Bank Alaska
Voted "Best Place to Work in Alaska" Three Years Running
Join the team at First National Bank Alaska, the *Best Place to Work in Alaska* as recognized three years in a row by Alaska Business magazine readers.
“First National is again honored and humbled by this show of support from our fellow Alaskans," said Chair and CEO Betsy Lawer. "And it's all about our employees. Each year we strive to be a little bit better, to improve the ways we can help Alaskans, their businesses, and our communities succeed."
Most Admired Company in Alaska
MSN recently published an article which highlights the most admired company in each state, based on interviews, local and major publications, and other statistics. First National was proud to represent Alaska alongside so many other amazing companies!
First National Bank Alaska is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or association with any other group or class protected by law.