This position has not been reviewed/approved for work from home scheduling arrangements.
This posting is open for 1st and 2nd shifts in Newark, Ohio. The position can be either Full time or Part time. 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)
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 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
If 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. If part-time: The expected average hours per week for this part-time position is flexible.
High School or better.
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.