Job Details
** Customer Care Center Call Specialist I - Part Time**
**Job Category****:** Operations **Requisition Number****:** CUSTO003508 Showing 1 location **Job Details**
**Description**
**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
* Provide 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 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
* Individually participate in identifying, measuring, monitoring, controlling and mitigating departmental and enterprise-wide risks
* Maintain awareness of and adheres to Banks compliance requirements and risk management concepts, expectations, policies and procedures and applies them to daily tasks
* Deliver a consistent, high level of service within our Serving More standards
* Other duties as assigned
**Advancement generally requires 1 year in the current role or related experience. In addition to current responsibilities the 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
**SCHEDULE**
This posting is open for 1st and 2nd shifts at our locations in Mount Vernon, Ohio and Newark, Ohio.
The hours for each shift are flexible and have been posted below.
**1st shift**-(7-4, 8-5,9-6)
**2nd shift**-( 10-7, 11-8, 1-10)
This position is hourly and part-time. The expected average hours per week for this part-time position is flexible.
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Required**
High School or better.
**Experience**
**Licenses & Certifications**