CCC Chat Specialist Position Available



CCC Chat Specialist

Park National Bank

Full-Time

 

RESPONSIBILITIES

  • Responsible for researching and resolving customer inquiries primarily via live web chat. May also resolve customer inquiries via other channels such as email and/or telephone.
  • Provide customer support for electronic banking products and services, including Online Banking, Bill Payment, Mobile Banking, Messenger, and both debit & 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 Customer Care Center (CCC).
  • Complete and maintain related account maintenance.
  • Complete research and resolve documentation errors or discrepancies.
  • Provides information to customers on Bank policies, procedures and programs. Maintain and project the Banks professional reputation through professional and courteous interactions with customers.
  • Adhere to Customer Care Center performance metrics to ensure service levels and customer expectations are consistently achieved.
  • Complete ongoing internal education opportunities to sustain broad base of product, service and technical knowledge.
  • 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

  • Customer Service Skills
  • Interpersonal Skills
  • Computer Skills
  • Written and Verbal Communication
  • Organizational Skills
  • Able to Multi-Task or Juggle Priorities
  • Ability to build collaborative relationships
  • Adapts to change

SCHEDULE

This position requires flexible availability across 1st and 2nd shifts (7 am-10 pm) at our locations in Mount Vernon, Ohio and Newark, Ohio, and will require every other weekend (working one or both weekend days, as needs dictate). This Opportunity is an on-site location. It is not a remote position.

The hours for each shift have been posted below.

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

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

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.

Qualifications

Skills

Preferred

  • Analytical
  • Problem Solving
  • Communication

Behaviors

Preferred

  • Innovative: Consistently introduces new ideas and demonstrates original thinking
  • Thought Provoking: Capable of making others think deeply on a subject
  • Team Player: Works well as a member of a group
  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred

  • Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
  • Financial: Inspired to perform well by monetary reimbursement
  • Job Security: Inspired to perform well by the knowledge that your job is safe
  • Self-Starter: Inspired to perform without outside help
  • Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Education

Preferred

  • High School or better

Experience

Preferred

  • Some retail bank experience or general customer service
  • Demonstrate a thorough knowledge of bank policies, procedures and resources
  • Experience in a multichannel contact center environment preferred