Customer Care Digital Specialist - Part-Time

Schedule

• Must be available to work 28 hours per week, Monday through Saturday
• Up to 25 hours scheduled Monday–Friday between 12:00 PM and 6:00 PM
• One weekday off: Tuesday, Wednesday, or Thursday
• 3 hours on Saturday, from 9:00 AM to 12:00 PM
• Shifts will be assigned based on business needs; final schedule determined by manager

Summary

The Customer Care Digital Specialist is responsible for delivering excellent customer service while answering a high volume of customer calls and making outbound calls for the digital branch. This position is a vital link between the customer and other employees of the bank.

Responsibilities

• Adheres to the Bank's Vision, Mission Statement, Moments of Truth, Core Competencies and Sales and Service Standards
• Responsible for receiving, evaluating, and responding to a high volume of customer inquiries to provide resolutions promptly
• Builds customer loyalty by establishing rapport with customers and responds in a tactful and responsive manner
• Takes ownership of customer issues as appropriate rather than referring them to another bank employee or manager
• Maintains an effective level of knowledge of the Bank's products and services
• Sends referrals to the retail banks utilizing CNB's Customer Relationship Management (CRM) software
• Maintains open communications with the branches and other departments
• Reviews and indexes documents created for Digital Branch
• Performs outgoing calls for, but not limited to, Digital Branch and Retail
• Creates and sends outbound emails for, but not limited to, Digital Branch and Retail
• Inputs results from outbound call and email results into the Bank's CRM system
• Utilizes the chat feature to communicate with customers
• Performs any other duties required by Customer Care, Digital Branch, or Retail as needed

Work Environment

This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.

Physical Demands

Prolonged periods working at a desk.

Position Type

This is a part-time position. Days and hours vary per person, but typically, they are five hours per day Monday–Friday and three hours on Saturday.

Required Qualifications

• High school graduate or GED
• Ability to work in a team environment with close proximities
• Demonstrated professionalism and articulate with warm professional oral communication skills
• Patience with challenging and difficult customer service issues

Preferred Qualifications

• Post High School Education
• Opportunity resolution experience
• Banking, sales, or call center experience