Customer Care Representative - 2nd Shift - Stevens Point or Green Bay

Associated Bank in Green Bay, WI

  • Industry: Customer Service/Call Center - Call Center/Customer Service Representative
  • Type: Full Time
  • $36,890.00 - 54,220.00
position filled

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: ...@AssociatedBank.com or call: (800) ###-####.

Job Summary
Provide best in class service as part of a top performing Contact Center. Respond to customer inquiries through multiple channels including telephone, e-mail, web chat and digital channels (including online, mobile & IVR) in a 24 x 7 x 365, cross functional Contact Center. Must be flexible to support our customers during high call volume peaks and events including working after hours, evenings, weekends & holidays. Expected to meet or exceed monthly performance goals including quality and productivity. Utilize technical knowledge and trouble shooting skills to resolve complex customer inquiries and issues ensuring first contact resolution and providing an exceptional customer experience in every interaction.

Required to have knowledge across all retail and small business deposit and loan products. Responsible for meeting requirements for investor guidelines for quality and service level standards. Identify potential risk and exposure to the company pertaining to fraud and identity theft when they are working with our customers. Judgment and analytical skills are critical. Expected to leverage opportunities across all business lines to increase revenue by deepening customer relationships through the cross sell/up sell or referral of additional products and services. Make independent decisions that benefit both the customer and company including refunding fees and recognizing potential exceptions as an advocate for customers.



Compliance Statement
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associateds anonymous Ethics Hotline.

Key Result Areas

  • Customer Service
  • Customer Retention
  • Customer Origination
  • Cross-Sell
  • Communication
  • Sales
  • Problem Solving
  • Decision Making
  • Training/Coaching
  • Quality Assurance
  • Security
  • Negotiation and Influence

    Job Accountabilities
  • Respond to customers telephone, chat and e-mail inquiries in a 24x7x365 environment. Respond in a professional and pleasant manner in all interactions. Provide accurate information across all retail and business products and offer solutions while demonstrating enthusiasm, apologizing sincerely for inconveniences, listening empathetically and tolerating difficult customers calmly.
  • Provide quality service 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. Recognize potential exceptions and make decisions to ensure customer satisfaction and retention. Exceed increasingly challenging quality and productivity standards to support our department and company goals and initiatives.
  • Mentor and train new Customer Care representatives 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 ones 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.
  • 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 customers 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.
  • 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 decision in refunding service fees when appropriate.
  • Protect the bank and customer from exposure to loss, fraud and/or identity theft by complying with all department and company confidentiality guidelines with a heightened awareness of risks related to Know Your Customer, CIP, privacy, data compromise, fraud and identity theft.


  • Education

  • High School , Required

    Experience
  • Less than 2 years 1-2 years customer service, banking, retail, food service, insurance, telemarketing/sales experience, Required

    Skills
  • Mathematical , Beginner
  • Microsoft Office , Beginner
  • Operate Office Equipment , Beginner
  • Verbal Communication , Advanced
  • Written Communication , Advanced
  • Other: Attention to detail, Intermediate

    General Physical Condition
  • No unusual physical effort, strain, or discomfort


  • Associated topics: agent, agente de servicio al cliente, call center, client service, csr, customer service, product support, service representative, system support, technical assistant

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