CCC Call Specialist I - Part Time

About the position We are recruiting candidates for our hybrid opportunity with our Customer Care Center team! Looking for candidates with availability to work shifts between 7:00am and 7:00pm Monday-Saturday Candidates must live within driving distance of one of these two locations: 51 North 3rd Street, Newark OH or 105 West Vine Street, Mount Vernon OH

Responsibilities

• Responsible for researching and resolving customer inquiries via telephone, Live Web Chat and/or email
• Provide customer support for electronic banking products and services, including Online Banking, Bill Payment, Mobile Banking, Messenger, Online Account Opening, and both Debit and Credit card inquiries
• Resolve customer inquiries and issues promptly regarding new accounts, existing accounts, loans, payments, automatic transfers, interest rates and investment certificates in a professional manner
• Complete and maintain related account maintenance
• Complete research and resolve documentation errors or discrepancies
• Cross-sell Bank services and supports all functions within the Customer Care Center
• Provides information to customers on Bank policies, procedures and programs
• Adheres to the Customer Care Center performance metrics to ensure service levels and customer expectations are consistently achieved
• Maintain and project the Banks professional reputation through professional and courteous interactions with customers
• Complete ongoing internal education opportunities to sustain broad base of product, service and technical knowledge
• Individually participates in identifying, measuring, monitoring, controlling and mitigating departmental and enterprise-wide risks
• Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
• Deliver a consistent, high level of service within our Serving More standards
• Other duties as assigned

Requirements

• Interpersonal/Customer Service Skills
• Written and Verbal Communication
• Ability to understand and follow directions
• Adaptable to change
• Basic Computer Skills
• Organizational Skills/Detail Oriented
• Able to Multi-Task or Juggle Priorities
• High School diploma or equivalent required
• This position must be able to remain in a stationary position 75% of the time, constantly operate a computer, and is in constant communication with customers and coworkers to discuss and observe account information in order to exchange accurate information.
• This position is hourly and part time. Generally the position will require at least 12-15 hours per week.
• Shifts range from 7a-7p Monday through Saturday
• After 90 days of employment, candidates selected for this position will be required to work onsite 1 day a week (Newark or Mount Vernon)
• First 90 days of employment will work on site Monday, Tuesday, Friday (required)
• 4-week training period is 8:00a-5:00p schedule
• First week: Day 1 will be onsite in Newark, Ohio (required)
• Training Weeks 2-4: Work onsite Monday, Tuesday Friday (Newark or Mount Vernon, required)
• Reliable cable-based Internet with a minimum 100 Mbps download speed
• Capability of using a wired connection to Internet Service Provider's equipment
• A Mi-Fi or cellular hotspot is not accepted

Nice-to-haves

• College coursework in business related field preferred
• Some retail bank experience or general customer service preferred

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