Vacancy expired!
Our client, a regional bank holding company providing retail banking, commercial banking, commercial real estate lending, private banking, specialized financial services, and insurance services, is looking for a Customer Care Representative to join their team in Green Bay, WI
Responsibilities:
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, business and concierge products and services.
Offer solutions while demonstrating enthusiasm, apologizing sincerely for inconveniences, listening empathetically and tolerating difficult customers calmly.
Responsible for outbound calling projects when events or customer impacting system issues arise.
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 and existing 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.
Assist in championing additional skills including HSA, Loans, Premier, Colleague, etc.
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.
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.
Skills & Qualifications:
Associates Degree or equivalent combination of education and experience
2-4 years of customer service, banking, food service, retail, insurance, telemarketing and or sales experience
