Customer Care Center Representative I Position Available



Customer Care Center Representative I

Park National Bank

Full-Time

Job Category: Operations
Requisition Number: CUSTO02318
Posting Details
  • Posted: October 15, 2020
  • Full-Time
  • Locations

    FKD Operations Center

    Mt Vernon, OH, USA

    FKD Operations Center

    Mt Vernon, OH, USA

Job Details

Description

SCHEDULE

This position has not been reviewed/approved for work from home scheduling arrangements.

This posting is open for 1st and 2nd shifts in Mount Vernon, Ohio. The position is Full Time. The hours for each shift are flexible and have been posted below.

1st shift-(7-4, 8-5,9-6)

2nd shift-( 10-7, 11-8, 1-10)

RESPONSIBILITIES

  • Responsible for researching and resolving customer inquiries Via Live Web Chat, email and or telephone
  • 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
  • Cross-sell Bank services and supports all functions within the Contact Center
  • Complete and maintain related account maintenance
  • Complete research and resolve documentation errors or discrepancies
  • Provides information to customers on Bank policies, procedures and programs
  • Adhere to Contact 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
  • Maintains awareness of and adheres to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and applies them to daily tasks
  • Other duties as assigned

Advancement generally requires 1 year in current role or related experience. Additional responsibilities the associate will take on:

 

  • Demonstrate a thorough knowledge of bank policies, procedures and resources
  • Complete account opening functions, mobile banking troubleshooting and debit card inquires independently
  • Successful completion of PNB Contact Center Certification program and test score*
  • Serve as a mentor to Contact Center representatives and specialists
  • Provide assistance with escalated customer inquiries
  • Assist Contact center supervisors with various projects and report analysis
  • Assist supervisor with department communications, training materials, and department improvement plans

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

Qualifications

Education

Required

High School or better.

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