Newark, OH

RESPONSIBILITIES

• Supervisory Responsibilities: Interview and select candidates for openings, set goals for associates, assign tasks/duties, conduct on–the-job training, develop associates’ skills and encourage growth, prepare disciplinary write-ups as appropriate, prepare and conduct performance reviews and make recommendations for salary adjustments, approve timecards for 8-12 FTEs and other duties associated with managing a staff.


• Serve as first line of support for Call Specialists, Chat Specialists, and other CCC associates.


• Responsible for resolving customer inquiries related to a wide variety of bank products and services via Live Web Chat, OLB Message Center, email and or telephone.


• Resolve escalated customer inquiries in a professional and courteous manner that models the bank’s commitment to exemplary customer service.


• Effectively communicate information to customers on Bank policies, procedures and programs. Maintain well-developed knowledge of these, as well as bank products, services, systems, and functional areas.


• Provide support to retail banking line of business, including additional support during non-traditional hours.


• Research and resolve documentation errors or discrepancies.


• Cross-sell bank services and support all functions within the CCC.


• Effectively communicate information to customers on Bank policies, procedures and programs. Maintain well-developed knowledge of these, as well as bank products, services, systems, and functional areas.


• Maintain and project the banks’ reputation through professional and courteous interactions with customers.


• 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

• Customer Service Skills


• Written and Verbal Communication


• Able to Multi-Task or Juggle Priorities


• Problem/Situation Analysis


• Management Skills


• Ability to develop or mentor others


• Ability to foster teamwork


• Adapts well to change

ADDITIONAL INFORMATION

• The Contact Center will be operated and staffed 24 hours a day, 7 days a week.


• Collaborates with and supports Branch Offices and other Departments.


• Office environment which requires long periods of sitting and/or keyboard work.

SCHEDULE

Department operates 24/7. This position is a supervisory position, working four 10-hour days with flex availability, rotating through with the following schedule possibilities:
• Sunday through Saturday: (7a - 6p), (9am – 8pm), (11am – 10pm), and (10pm-7am). Other start & end times may be assigned as needed.
• 2-3 weekend rotations are required
•This position is exempt and full time.A minimum 40 hours is required.

A flexible work arrangement is available for this position. The position will require some scheduled onsite hours.Please speak to the hiring manager for more information.