Customer Care Center Specialist I/II (Part-Time)

Park National Bank Newark, OH
Description

* The position listed below is a Park National Bank position operating in Mount Vernon, Ohio at the First Knox National Bank location. *

PURPOSE

Serve as the point of contact to internal and external customers of Park National Bank by providing professional and courteous service that emphasizes "Our Brand Promise".

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

Cross-sell Bank services and supports all functions within the Contact Center

Complete and maintain related account maintenance

Complete research and resolve documentation errors or discrepancies

Provides information to customers on Bank policies, procedures and programs

Adhere 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 assigned

Advancement to level 5 generally requires 1 year in the level 4 role or related experience. In addition to level 4 responsibilities the level 4 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 plans

Minimum Requirements

DESIRED KNOWLEDGE, SKILLS AND ABILITIES

Basic knowledge of Microsoft Office programs

Knowledge and understanding of bank products, services and policies

Ability to type a minimum of 30 wpm

Can adapt quickly and professionally to changing priorities

Ability to coordinate multiple tasks and have strong organizational, written and verbal communication skills

Capacity to work independently, be self-motivated and adapt well to change

Deliver consistent, high level of service within our Service Excellence guidelines

EQUIPMENT AND PROGRAMS USED

Microsoft Office programs, including Word, Excel, and Outlook as well as bank specific programs: ITI Navigator, Premier Director, Bomgar, Client Central, Etc. and online tools used internally and by customers (Online Banking, Mobile application) plus general office equipment

EDUCATION AND EXPERIENCE

Must possess High School Diploma or equivalent

College coursework in business related field preferred

Some retail bank experience or general customer service preferred

SCHEDULE

Days will vary, with possible rotating shifts below:

First Shift

(7:00 am – 4:00pm) (8:00am – 5:00pm) (9:00am – 6:00pm)

Second Shift

(10:00 am – 7:00pm) (11:00am – 8:00pm) (1:00pm– 10:00pm)

Third Shift

10pm-7am, 4 days per week.

If part-time: The expected average hours per week for this part-time position is 25. Part time shifts will vary in length between 4 and 8 hours and days will vary.

OTHER INFORMATION

The Customer Center will be operated and staffed 24 hours a day, 7 days a week.

Schedule is subject to change.

Office environment which requires long periods of sitting and/or keyboard work.

* Customer Care Center Certification program and test is currently in development. The expectation to complete prior to level 5 promotion will begin upon finalization of this program.

POTENTIAL CAREER PATH

Customer Care Center Specialist I

Customer Center Specialist II

Customer Center Team Lead

Park National Corporation is an Equal Opportunity Employer.

It is the policy of the Bank to hire well-qualified people. An integral part of this policy is to provide equal employment opportunity for all persons for employment. It is also part of our policy to recruit and administer hiring, working conditions, benefits, privileges of employment, compensation, training, appointments for advancement including promotions and transfers, and terminations of employment for all associates without discrimination because of race, color, religion, citizenship, national origin, sex, age, veteran status, or handicap.

Park National Corporation's Affirmative Action Plan for handicapped workers, disabled veterans and Vietnam era veterans is available for review Monday through Friday, 8 a.m. to 5 p.m. and Saturday, 8 a.m. to 12 p.m. at the Human Resources Office at 51 N. Third Street, 6th Floor, Newark, OH 43055.