CCC Call Specialist

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 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
• Adaptability to change
• Basic Computer Skills
• Organizational Skills / Detail Oriented
• Ability 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. The position must 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 a week is required to maintain eligibility for full-time status, generally ranging from 37.5 to 40 hours.

Shifts range from 7:00 a.m. to 7:00 p.m., Monday through Saturday.

After 90 days of employment, candidates selected for this position will be required to work onsite one day a week (Newark or Mount Vernon). First 90 days of employment will work on site Monday, Tuesday, and Friday (required).

4‑week training period: 8:00 a.m. – 5:00 p.m. schedule.

First week:
Day 1 will be onsite in Newark, Ohio (required).

Training weeks 2‑4:
Work onsite Monday, Tuesday, Friday (Newark or Mount Vernon, required).

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