JOB SUMMARY:

The Shareholder Services Specialist (SS Specialist) serves as the first point of contact for Calista Corporation Shareholders, Descendants, and Missed Enrollee customers in the Bethel office. The SS Specialist assists applicants seeking to apply for Class C or D stock. The SS Specialist follows up with applicants to complete pending applications. The SS Specialist updates Shareholder records to ensure current and accurate information, assists Shareholders executing stock wills for Calista Corporation stock, and helps Shareholders complete stock management and distributions forms as needed.  Under the leadership of the Bethel SS Lead, this position forwards documents and forms to the Corporate Shareholder Services team for retention and/or secure disposal.

ESSENTIAL FUNCTIONS:

• Represent Calista Corporation in a positive and professional manner at all times.
• Provide outstanding customer service to all Shareholders, potential Shareholders, and internal/external customers.
• Reach out to Shareholders periodically by phone, text, email, and mail, as directed by the supervisor.
• Learn and provide detailed information about the Enrollment application and verification process and Shareholder records functions.
• Learn all provided Frequently Asked Questions and Answers and provide detailed information to customers on a variety of topics.
• Understand and provide guidance on all Shareholder forms, including those relating to contact information updates, payments and direct deposit, name changes, stock wills, and others,
• Serve as a user of the Enrollment Module database with input permissions.
• Serve as a basic user of the Granite Shareholder Records Management System database.
• Serve as a customer service user of the MyCalista Shareholder Portal to assist users with creating accounts, updating passwords, and understanding how to navigate.
• Respond to all inquiries, both verbally and in writing in accordance with the established department policies.
• Creates income verification documents for Shareholders or agencies presenting ROIs on request.
• Perform accurate data entry at all times; verify required documents prior to scanning.
• Ensure supporting documents are returned to applicants after scanning.
• Refer sensitive and complicated applications to Anchorage Life Estate Lead.
• Receive and route personal data updates to Shareholder Services staff as requested by current Shareholders.
• Maintain professional and orderly appearance of Bethel office work area including ensuring availability of electronic and printed Shareholder Services materials and forms.
• Retrieve mail from the post office box.  Intake and process all incoming mail, daily depending on weather and other factors.
• Input accurate notes into Granite for all points of contact with Shareholders.
• When requested by Shareholders and Shareholder Services staff, assist with data gathering for new and pending Shareholder stock transfer cases; and assist with completion of essential forms and documentation for stock transfer cases, e.g., data requisition forms and custodian consent forms.
• Assist with planning and participate in activities associated with corporate and Shareholder events.
• Assist staff visiting from Anchorage, as directed by supervisor, including airport pickups and supply runs.
• Notarize legal verification documents as needed.
• Display confidence, competency, and enthusiasm through work and communication.
• Maintain strict confidentiality of Shareholder and company information.
• Work in a constant state of alertness and in a safe manner.
• Perform other duties as directed.

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.

KNOWLEDGE, SKILLS, & ABILITIES:

• Knowledge of Alaska Native Claims Settlement Act (ANCSA) and ability to adhere to Alaska statutes related to Shareholder records.
• Ability to maintain strict confidentiality of Shareholder and company information.
• Ability to adhere to corporate policies and procedures including employee handbooks and safety rules.
• Knowledge of Microsoft Office applications, including Outlook, Word, and Excel.
• Solid administrative skills and ability to perform related tasks and use general office equipment such as a computer, scanner, fax, phone, copier, etc.
• Excellent interpersonal skills to work effectively and cooperatively with others.
• Exceptional time management skills with ability to work independently with minimal oversight.
• Strong professional customer service skills, including active listening, prompt service, and follow-up.
• Ability to follow detailed instructions and processes.
• Effective oral and technical written communication skills to effectively and clearly communicate and present complex information to others.
• Ability to accurately type at least 45 WPM and use keyboards and 10-key by touch.
• Ability to work quickly with high levels of accuracy while entering data into computer software applications.
• Ability to stay poised and adapt to changes in tasks in the work environment; manage competing demands, change approach to best fit the situation, and adjust to delays.
• Ability to work in a Team environment and ask for and offer help when needed.
• Ability to use good judgment and make appropriate decisions.
• Ability to maintain a professional appearance.
• Ability to hold a State of Alaska Notary Public Commission.
• Ability to work in a Native Corporation multi-business environment.

MINIMUM QUALIFICATIONS:

• High School diploma or equivalent required, technical or vocational certification training in office administration preferred.
• One or more years of administrative or customer service experience requiring high levels of accuracy.
• Proven work experience requiring the use of a computer and business software such as Microsoft Office Suite.
• A sound understanding of Calista Corporation and Calista’s functions.
• A sound understanding of or willingness to learn about and respect the Calista region, communities, entities, culture, and especially Calista Shareholders and their descendants.
• Familiarity with Calista values strongly preferred.
• Fluency in the Yup’ik or Cup’ik and English languages preferred.
• State of Alaska Notary Public Commission or the ability to obtain one within 30 days of employment.
• Valid state driver’s license and be qualified to operate a vehicle under the conditions of Calista’s Driving Policy preferred.
• Ability to pass a drug, credit, driving record and background screening.

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. The noise level in the work environment is usually quiet.

PREFERENCE STATEMENT
Preference will be given to Calista shareholders and their descendants and to spouses of Calista shareholders, and to shareholders of other corporations created pursuant to the Alaska Native Claims Settlement Act, in accordance with Title 43 U.S. Code 1626(g).

EEO STATEMENT
Additionally, it is our policy to select, place, train and promote the most qualified individuals based upon relevant factors such as work quality, attitude and experience, so as to provide equal employment opportunity for all employees in compliance with applicable local, state and federal laws and without regard to non-work related factors such as race, color, religion/creed, sex, national origin, age, disability, marital status, veteran status, pregnancy, sexual orientation, gender identity, citizenship, genetic information, or other protected status. When applicable, our policy of non-discrimination applies to all terms and conditions of employment, including but not limited to, recruiting, hiring, training, transfer, promotion, placement, layoff, compensation, termination, reduction in force and benefits.
 
REASONABLE ACCOMMODATION
It is Calista and Subsidiaries' business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
 
The statements contained in this job description are intended to describe the general content and requirements for performance of this job.  It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements.
 
This job description is not an employment agreement or contract. Management has the exclusive right to alter the scope of work within the framework of this job description at any time without prior notice.