CCC Call Specialist I

We are recruiting candidates for our hybrid opportunity to begin 04/22/2024

Looking for candidates with availability to work shifts between 7:00am and 7:00pm

Rotating Saturdays required

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

Day 1 will be onsite in Newark, Ohio (required)

5-week remote training period is 8:00a-5:00p schedule

After the 5-week training period, the candidates selected for this position

will be required to work onsite 1 day a week (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 accepted

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

COMPETENCIES

• 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

EDUCATION - CERTIFICATIONS - WORK EXPERIENCE

High School diploma or equivalent required

College coursework in business related field preferred

Some retail bank experience or general customer service preferred

PHYSICAL REQUIREMENTS

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.

SCHEDULE

This position is hourly and full time. A minimum 37.5 hours is required to maintain eligibility for full-time status. Generally the position will require 37.5-40 hours per week.

Shifts range from 7a-7p-(7a-4p, 8a-5p, 9a-6p, 10a-7p)

• PT positions are also available.