Associated Bank Customer Care Specialist - Stevens Point in Stevens Point, Wisconsin

Equal Opportunity Employer

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

Under limited supervision, the Customer Care Specialist responds to client telephone, web chat and

e-mail inquiries from our differentiated and affluent customer populations from commercial, private client and institutional services, insurance and private banking. Specialists must deliver exceptional customer service that is viewed by the customer as outperforming the competition. Specialists are required to have comprehensive and detailed knowledge of all retail and business products and services. Specialist work in close collaboration with our business partners including financial consultants, sales analysts and relationship managers in Treasury Management, Private Client and Institutional Services, AIS, Commercial and Private Banking including Colleague Care. Resolve basic to complex customer issues on customer calls and assist other representatives on support line calls in a professional manner to ensure complete customer satisfaction and 100% retention. Specialists may be licensed in Series 7, Property and Casualty, and Life and Health.

They identify potential risk and exposure to the company pertaining to fraud and identity theft when working with customers.

In addition, leverage opportunities to increase revenue by deepening customer relationships through the cross sell/up sell or referral of additional products and services.

Self-directed to work in a team oriented, fast paced, goal driven department of high performing Customer Care representatives.

Ability to make independent decisions that benefit both the customer and company including refunding fees at a higher threshold than the Representative I or II position. Specialist I has additional access to systems to make exceptions to certain policies and perform more complex maintenance including lost/stolen cards and other monetary/maintenance capabilities.

Act as a mentor, leader and provide training and quality evaluations of staff.

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

• Concierge Level Customer Service

• Advanced Skillsets

• Support Line Assisting other Agents

• Customer Escalations, Problem Resolution

• Verbal and Written Communication

• Critical Thinking

• Customer Retention

• 1st Contact Problem Resolution

• Sales Inbound/Outbound-RevenueFocus

• Negotiation/Decision Making

• Security/Privacy

• Mentoring/Training

• Quality Monitoring/Evaluation

JOB ACCOUNTABILITIES

  1. Respond to customer’s telephone and e-mail inquiries 24 hours a day/7 days a week/365 days a year in a professional and pleasant manner. Participates in customer web chats. 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.

  2. Serve as a mentor to new customer care representatives to include quality monitoring of Rep I’s and II’s, giving feedback to representatives, conducting side by sides, assisting with productivity and quality goals, assist with training new representatives on all aspects of the job. Lead by example and be a role model in the department.

  3. Provide concierge level 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. Handle higher level escalated customer situations independently.

  4. Utilize advanced training and skills to handle more complex and unusual customer transactions and assist other representatives. Perform maintenance including servicing lost/stolen customers. Make exceptions to policy in some situations including when on support lines assisting for other agents.

  5. Meet increasingly challenging quality and productivity standards to support our department and company goals and initiatives. Encourage others on team to achieve goals and assist supervisors when necessary with side by sides and other training.

  6. Mentor and train new Customer Care representatives and/or existing advanced skillsets 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.

  7. Demonstrate ability to quickly change one’s approach to a situation and adjust to constraints or multiple demands. Ability to 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.

  8. 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.

  9. Perform and transact appropriate maintenance and monetary transactions including negotiation of fee reversals. Maintain fiscal responsibility when exercising judgment within prescribed guidelines. Collect information, evaluate criteria and inform customer of decision in refunding service fees when appropriate. Assist other representatives with making these judgments when on support line.

  10. 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.

  11. Keep current on frequent policy, product and procedural changes including customer mailings and promotions. Ability to manage time and materials effectively and assist others in the department on questions they have. Ability to prioritize and accomplish multiple tasks while effectively servicing customers in a timely manner.

JOB SPECIFICATIONS

Minimum Education

High school diploma

Preferred Education

Technical diploma or Associate’s degree

Minimum Experience

3-5 years customer service, banking, food service, insurance, telemarketing/sales experience

Preferred Experience

5-7 years customer service, banking, food service, insurance, telemarketing/sales experience

Special Skill Requirements – Computer Skills/Licensing/Certifications/Bonding

Basic computer knowledge including Internet, Microsoft Outlook, Word and Excel.

Other Duties and Responsibilities

Performs other duties as assigned.

Job Requirements

Adherence to Company policy and procedures is required.

Perform duties in accordance with the Vision & Values of Associated Banc-Corp.

Regular attendance is required.

Basic math and reading skills, and attention to detail.

Use of basic office equipment (e.g., photocopier, voice mail, "fax" machine, calculator, multiple line telephones, typewriter, computers etc.).

Represent the organization in a professional and positive manner.

Supervision

As needed

Travel

As needed

Job: *Customer Service

Title: Customer Care Specialist - Stevens Point

Location: Wisconsin-Stevens Point

Requisition ID: 1811697