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Customer Care Specialist I Shift 3

Company: Park National Bank
Location: Newark
Posted on: May 16, 2019

Job Description:

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* Complete and maintain related account maintenance* Complete research and resolve documentation errors or discrepancies* Cross-sell Bank services and supports all functions within the Contact Center* Provides information to customers on Bank policies, procedures and programs* Adheres 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 assignedAdvancement to level 4 generally requires 1 year in the level 3 role or related experience. In addition to level 4 responsibilities the level 5 associate will:* 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 plansSCHEDULEThis is a part time position. The expected average hours per week for this part-time position is 25. Days will rotate based on schedule and business need. Weekends expected on a rotating basis.

Keywords: Park National Bank, Newark , Customer Care Specialist I Shift 3, Other , Newark, Ohio

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