Customer Care Specialist - Stevens Point

Associated Bank Stevens Point , WI 54492

Posted 1 week ago

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential.

We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: colleaguecare@AssociatedBank.com or call: (800) 878-3282.

Job Summary

The Customer Care Specialist responds to customer inquiries from our differentiated and affluent customer segments. These inquiries come through multiple channels including telephone, e-mail, web chat and digital channels (including online, mobile & IVR) in a 24 x 7, cross-functional best in class organization.

Specialists are required to have knowledge across all business lines: Consumer & Commercial Banking, Premier, Private, Colleague and could also include Treasury Management and Trust. Specialists must be flexible to support our customers during high call volume peaks and events including working after hours, evenings, weekends & holidays.

They are expected to identify potential risk and exposure to the company and customer pertaining to fraud and identity theft when they are working with our customers. Once they identify risk, they must take the necessary steps to mitigate further impact to our customers and possible losses by locking down accounts if necessary and making the proper referrals to management or Financial Intelligence/Security.

Specialists deliver exceptional customer service that is viewed by our customers as outperforming the competition. Sound judgment and analytical skills are critical to ensure first contact resolution and customer satisfaction.

They leverage opportunities to increase revenue by deepening our customer relationships. They utilize in-depth knowledge to identify the needs of our customers and cross sell/up sell additional products and services. Specialists work in close collaboration with our business partners including treasury management officers, account executives, relationship managers, client delivery specialists and AIS and Trust colleagues to ensure all customer interactions are resolved with the highest degree of customer satisfaction.

The Specialist is a mentor/champion for advanced products and services training including loans, H.S.A, Concierge, Premier, Private Banking, Treasury Management and Trust skill sets. They participate in outbound calling projects and problem solving for system issues or events that affect our customers. Use their technical knowledge and trouble shooting skills to resolve complex customer issues, ensure first contact resolution and assist other colleagues in a professional manner.

Specialists must make independent decisions that benefit both the customer and company including refunding fees and making exceptions to policies when appropriate. They have additional system access to make exceptions to certain procedures and perform more complex maintenance.

Specialists act as leads on site during evenings and weekends on occasion and assist our colleagues on Support lines and with any facilities type issues that may come up. They are expected to ensure they know when to contact the Officer on Duty to ensure awareness and escalate issues as they occur.

Compliance Statement

Responsible for expanding and deepening customer relationships by identifying customers' needs comprehensively and matching their needs with selections and resources within the colleague's assigned business line and across all business lines of Associated Bank.

As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner.

Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and ensure that the customer's best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time.

Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn't meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated's anonymous Ethics Hotline.

Key Result Areas Customer Service

Team Support

Problem Solving

Communication

Logical Thinking

Customer Retention

Sales

Sales and activity tracking

Training/Coaching

Quality Assurance

Job Accountabilities Respond to customer's telephone, chat and email inquiries in a 24 x 7 x 365 environment. Respond in a professional and pleasant manner in all interactions.

Utilize advanced training and technical skills to handle complex and unusual transactions. Provide accurate information across all business lines including our concierge business lines, Private, Trust, Colleague and Treasury Management segments . Offer solutions while demonstrating enthusiasm, apologizing sincerely for inconveniences, listening empathetically and tolerating difficult customers calmly. Work in close collaboration with our Business line partners including AIS, Client Deliver, CDTM product team, Account Executives, Relationship Managers and Treasury Management officers to communicate any customer impacting issues or solutions.

Deliver quality services as a differentiator for our company to retain current customers and attract new business. Exercise good judgment according to current policies and procedures when resolving customer situations.

When dealing with high risk transactions, (i.e.: Wires, ACH, 401K changes) specialists must follow policy and procedure and ensure they are always protecting the bank and customer from exposure to loss, fraud and identity theft. Heightened awareness of increased risk in this situations exists and our KYC and CIP policies must be followed.

Work closely with our IT department and 3rd party vendors to report and resolve any technical issues as they arise. Use advanced troubleshooting technical skills to resolve common issues customers may have with browsers, file configurations and other issues common to some of the specialized products and services we support.

Mentor and train new Specialists in advanced skill sets (Treasury Management, Private, Wealth) to assist them in all aspects of the job that they will need to be successful after training to meet all quality and productivity standards and to ensure customer satisfaction.

Demonstrate ability to quickly change approach to a situation and adjust to constraints or multiple demands. Incorporate product, service and procedure changes communicated through a variety of mediums into everyday working procedures.

Possess the aptitude to learn and navigate comfortably in an ever-changing technical systems environment. Keep current on frequent policy, product and procedural changes including customer mailings and promotions. Manage time and materials effectively. Prioritize and accomplish multiple tasks while effectively servicing customers in a timely manner.

Perform and transact appropriate maintenance and monetary transactions including negotiation of fee refunds, lost/stolen debit cards, demographic updates, stop payments etc. Maintain fiscal responsibility when exercising judgment within prescribed guidelines. Collect information, evaluate criteria and inform customer of any fee decisions.

Initiate opportunities to introduce Associated Bank products and services to existing and potential customers. Recognize and act upon cross-selling opportunities.

Make referrals to support corporate sales initiatives and meet the customer's needs. Direct conversation toward a sale by suggesting alternatives and recommending product changes. Overcome objections, strive to close the sale every time and show confidence after a refusal/rejection. Encourage others on team to participate in promotions.

Help support colleagues by answering support line questions and acting as go to person on weekends and evenings. Ensure issues are escalated appropriately to management and Officer on Duty.



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Customer Care Specialist - Stevens Point

Associated Bank