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) ###-####.
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.
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.
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