Customer Care Digital Specialist - Part-Time

Customer Care Digital Specialist

Classification: Non-Exempt

Reports to: Customer Care Team Lead

Schedule Requirements:

• Must be available to work 28 hours per week, Monday through Saturday
• Up to 25 hours scheduled Monday–Friday between 12:00 PM and 6:00 PM
  • One weekday off: Tuesday, Wednesday, or Thursday
• 3 hours on Saturday, from 9:00 AM to 12:00 PM
• Shifts will be assigned based on business needs
• Final schedule will be determined by your manager

Summary/Objective

The Customer Care Digital Specialist is responsible for delivering excellent customer service while answering a high volume of customer calls and making outbound calls for the digital branch. This position is a vital link between the customer and other employees of the bank.

Primary Functions

1. Adheres to the Bank’s Vision, Mission Statement, Moments of Truth, Core Competencies and Sales and Service Standards.
2. Responsible for receiving, evaluating, and responding to a high volume of customer inquiries to provide resolutions promptly.
3. Builds customer loyalty by establishing rapport with customers and responds in a tactful and responsive manner. Takes ownership of customer issues as appropriate rather than referring them to another bank employee or manager.
4. Maintains an effective level of knowledge of the Bank’s products and services.
5. Sends referrals to the retail banks utilizing CNB’s Customer Relationship Management (CRM) software.
6. Maintains open communications with the branches and other departments.
7. Reviews and indexes documents created for Digital Branch.
8. Performs outgoing calls for, but not limited to, Digital Branch and Retail.
9. Creates and sends outbound emails for, but not limited to, Digital Branch and Retail.
10. Inputs results from outbound call and email results into the Bank’s CRM system.
11. Utilizes the chat feature to communicate with customers.

Secondary Functions

1. Performs any other duties required by Customer Care, Digital Branch, or Retail as needed.

Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

Supervisory Responsibility

None

Work Environment

This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.

Physical Demands

1. Prolonged periods working at a desk

Position Type/Expected Hours of Work
This is a part-time position. Days and hours vary per person, but typically, they are five hours per day Monday - Friday and three hours on Saturday.

Travel
None

Required Education, Experience, and Skills

1. High school graduate or GED.
2. Ability to work in a team environment with close proximities.
3. Demonstrated professionalism and articulate with warm professional oral communication skills.
4. Patience with challenging and difficult customer service issues.

Preferred Education, Experience, and Skills

1. Post High School Education.
2. Opportunity resolution experience.
3. Banking, sales, or call center experience.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.