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Senior Specialist
Associated Bank
Stevens Point, WI, United States
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Description
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.
Under limited supervision, the We Care Senior Specialist responds to inquiries, problem resolution requests and complaints from all business lines and customer segments. Delivers exceptional customer service that is viewed by the customer as outperforming the competition and are required to have comprehensive and detailed knowledge of all retail and business products and services. Work in close collaboration with our business partners including Legal and Compliance. Work independently to investigate and resolve complaints and perform problem resolution. Identify and implement applicable corrective and preventative actions to facilitate case closure. Identify and alerts management to events with potential risk and business impact. Identify and resolve potential risk and exposure to the company pertaining to complaints and problem resolution which may include Regulatory, Office of the President, fraud, identify theft, non-compliant situations and customer escalations.
Sr. Specialists make independent decisions that benefit both the customer and the company and leverage additional system access to make exceptions to policy and perform complex maintenance.
COMPLIANCE STATEMENT
Responsible for expanding and deepening customer relationships by identifying customers’ needs comprehensively and matching their needs with selections and resources within the colleague’s 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 customer’s 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 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
Customer Service
Customer Retention
Customer Origination
Cross-Sell
Communication
Sales
Problem Solving
Decision Making
Training/Coaching
Quality Assurance
Security
Negotiation and Influence
Logical Thinking
Negotiation and Influence
JOB ACCOUNTABILITIES
Manage, resolve and respond to escalated customer inquiries and problem resolution requests. This may include maintaining precise complaint cases and files in accordance with established SOP procedures. Any correspondence to the customer is required to meet established letter writing requirements and represent Associated bank at the highest level. Responsible for independent handling of customer issues and meeting all SLA of individual case.
Effectively manages workload to meet all regulatory SLA requirements and productivity goals. Ensures appropriate complaint classifications are assigned to allow precise trending for data analysis.
Protect the bank and customers from exposure to risk or loss due to complaints, problem resolution, fraud and/or identity theft by partnering with Business Line SME's, Legal, Compliance and Security. Respond promptly is assisting in the resolution of all escalated issues.
Confidentially communicates with customers and colleagues throughout investigation and resolution. Identifies and alerts management to events and specific issues with potential for risk and business impact.
When applicable manage case files to follow strict SOP requirements. Case management must be comprehensive, accurate and timely. Participate as requested in providing documentation for regulatory, audit and exams.
Quickly change one’s approach to a situation and adjust to constraints or multiple demands. Incorporate regulatory, product, service and procedure changes communicated through a variety of mediums into everyday working procedures. Learn and navigate comfortably in an ever-changing technical systems environment.
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.
Respond to customer telephone, e-mail and written inquiries 24 x 7 x 365 days a year in a professional and pleasant manner. Participate in customer web chats. Initiate opportunities to introduce Associated Bank products and services to existing and potential customers. Recognize and act upon cross-selling opportunities. 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.
Qualifications
EDUCATION
High School Required
Associate's Degree Or Technical Diploma Preferred
EXPERIENCE
4-7 years 5-7 years customer service, banking, financial services or consumer affairs. Required
7-10 years Customer service, banking, food service, insurance, telemarketing/sales. Preferred