CCC Call Specialist

CEN Newark N Third Tower
51 N 3rd St
Newark, OH 43055, USA

We are recruiting candidates for our hybrid opportunity with our Customer Care Center team!

Looking for candidates with availability to work shifts between 7:00am and 7:00pm Monday‑Saturday.

Candidates must live within driving distance of one of these two locations:

• 51 North 3rd Street, Newark, OH
• 105 West Vine Street, Mount Vernon, OH

After 90 days of employment, selected candidates will be required to work onsite 1 day a week (Newark or Mount Vernon).

First 90 days of employment will work onsite Monday, Tuesday, Friday (required).

5‑week training period is 8:00a‑5:00p schedule:

• Week 1:
  Day 1 onsite in Newark, Ohio (required).
• Weeks 2‑5:
  Work onsite Monday, Tuesday, Friday (Newark or Mount Vernon, required).

Internet Service Requirements for Remote Workers:

• Reliable cable‑based Internet with a minimum 100 Mbps download speed.
• Capability of using a wired connection to Internet Service Provider's equipment.
• A Mi‑Fi or cellular hotspot is not accepted.

• 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 support 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 a broad base of product, service and technical knowledge.
• Individually participate 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.

• 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

High School diploma or equivalent required.

College coursework in a business‑related field preferred.

Some retail bank experience or general customer service preferred.

This position must be able to remain in a stationary position 75% of the time, constantly operate a computer, and be in constant communication with customers and coworkers to discuss and observe account information in order to exchange accurate information.

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 Monday through Saturday.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.