CCC Call Specialist I

About the role

Park National Bank is seeking customer-focused professionals to join our Customer Care Center team. As the go-to resource for consumers and small businesses, our Customer Care Associates help customers navigate their financial needs while delivering exceptional service through phone, chat, and email support.

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 Bank's 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

Qualifications

• High school diploma or equivalent
• Strong customer service and communication skills
• Basic computer proficiency
• Ability to multitask and adapt in a fast-paced environment
• Banking experience (preferred)
• Contact center or customer service experience (preferred)
• College coursework in a business-related field (preferred)

Skills

• 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

Benefits

• Hybrid work opportunity
• Comprehensive paid training program
• Career growth and advancement opportunities
• Supportive and collaborative team culture
• Exposure to a variety of banking products and services

Schedule

Full-Time or Part-Time; availability between 7:00 AM and 7:00 PM