CCC Call Specialist I
- Newark, OH
- Permanent
- Full-time
51 North 3rd Street, Newark OH or 105 West Vine Street, Mount Vernon OHCandidates selected for this position will be required to work onsite 1 day a week (Newark or Mount Vernon)
5-week training period is 8:00a-5:00p schedule
First week: Day 1 will be onsite in Newark, Ohio (required)
Training Weeks 2-5: Work onsite on Friday (Newark or Mount Vernon)*Internet Service Requirements for Remote Workers:
- 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 acceptedRESPONSIBILITIES LI#Hybrid
- 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
- 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