CCC Call Specialist I

Responsibilities

• Research and resolve 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
• Provide information to customers on Bank policies, procedures and programs
• Adhere 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
• Identify, measure, monitor, control and mitigate departmental and enterprise-wide risks
• Maintain awareness of and adhere 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

Physical Requirements

• Must be able to remain in a stationary position 75% of the time
• Constantly operate a computer
• Constantly 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 (EST) Monday through Saturday
• After 90 days of employment, candidates selected for this position will be required to work onsite 1 day a week
• First 90 days of employment will work on site Monday, Tuesday, Friday (required)
• 4-week training period is 8:00a-5:00p (EST) schedule
• First week: Day 1 will be onsite
• Training Weeks 2-4: Work onsite Monday, Tuesday Friday

Internet Service Requirements for Remote Workers

• Reliable Internet with a minimum 100 Mbps download speed
• A Mi-Fi or cellular hotspot is not accepted