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: [Apply online] or call: …… .
Customer Care Representatives respond to customer inquires 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. Representatives must be flexible to support our customers during high call volume peaks and events including working after hours, evenings, weekends & holidays.
Represenatatives 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. Representatives need to 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.
Representatives are expected to leverage opportunities 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.
May act as a champion to new staff or mentor for additional skill training.
Responsible for expanding and deepening customer relationships by identifying customers needs comprehensively and matching their needs with selections and resources within the colleagues 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 customers 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 doesnt 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 Associateds anonymous Ethics Hotline.
KEY RESULT AREAS
Negotiation and Influence
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.
Required Education: High School
Preferred Education: Associate’s Degree Or Technical Diploma
1-2 years customer service, banking, retail, food service, insurance, telemarketing/sales experience
Preferred Experience: 2-4+ years preferred experience in Call Center, banking and/or sales.
Special Skill Requirements:
Operate Office Equipment
Other: attention to detail
Other Duties and Responsibilities
Performs other duties as assigned.
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.
Maintain credit exception approval percentages within corporate approved guidelines