Customer Care Call Specialist I

Customer Care Associate

Location: Newark, OH or Mount Vernon, OH Schedule: Full-Time or Part-Time | Requires availability between 7:00 AM and 7:00 PM, Monday-Saturday Park National Bank is seeking customer-focused professionals to join our Customer Care Center team. As the go-to resource for consumers and small businesses, our Customer Care Associates help customers navigate their financial needs while delivering exceptional service through phone, chat, and email support. Why Join Park? Hybrid work opportunity Comprehensive paid training program Career growth and advancement opportunities Supportive and collaborative team culture Exposure to a variety of banking products and services No banking experience? That's okay. Strong customer service skills, communication abilities, and a desire to learn are highly valued.

Responsibilities

• 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 supports all functions within the Customer Care Center
• Provides information to customers on Bank policies, procedures and programs
• Adheres to the Customer Care 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
• 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

Competencies

• 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

Qualifications

• Required
• High school diploma or equivalent
• Strong customer service and communication skills
• Basic computer proficiency
• Ability to multitask and adapt in a fast-paced environment
• Preferred
• Banking experience
• Contact center or customer service experience
• College coursework in a business-related field

Hybrid Work Requirements

Candidates must reside within a commutable distance of either our Newark, OH or Mount Vernon, OH office and be able to reliably attend all required onsite training and scheduled in-office days.

Training & Onsite Schedule

• 4-week training program (Monday-Friday, 8:00 AM-5:00 PM)
• First 90 days: onsite Monday, Tuesday, and Friday
• After 90 days: one required onsite day per week

Remote Work Requirements

Reliable internet service with a minimum download speed of 100 Mbps Cellular hotspots and Mi-Fi devices are not acceptable

Join a career-minded team dedicated to helping customers achieve financial well-being while building your future with Park National Bank. Apply today!