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Customer Care Team Lead
Associated Bank
Stevens Point, WI, United States
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Description
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, support our customers via telephone, e-mail, web chat and mobile banking inquiries while leveraging opportunities to cross sell/up sell/refer additional products and services to increase revenue by deepening customer relationships. The Customer Care Lead is responsible for servicing Premier Banking customers with concierge level service. Support the Customer Care representatives by assisting them on support line and researching and resolving complex customer issues.
Identify potential risk and exposure to the company when working with customers and representatives. Responsible for making decisions and exceptions at a high level. Leads are accountable for traffic control and meeting department service level goals.
Customer Care Leads respond to internal and external customer inquiries using the highest level of professionalism. This includes the ability and authority to make timely decisions that are exceptions to policy in escalated and special situations. They are required to have detailed and comprehensive knowledge of all business lines and products/service to be able to assist all representatives with their questions and assist with customer calls to ensure customer satisfaction and retention.
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
• Advanced Skillsets
• Support Line
• Problem Resolution/Research
• Traffic Control/Dept. Performance Mgmt.
• Customer Service/Retention
• Leadership
• Communication – Verbal and Written
• Critical Thinking/1st Contact Problem Resolution
• Negotiation/Decision Making
• Training/Compliance
• Security/Privacy
JOB ACCOUNTABILITIES
1. Analyze and resolve representative and customer issues of a more complex nature by utilizing advanced problem solving skills and information from multiple computer databases. Research and provide a resolution that ensures customer satisfaction and retention and mutually benefits the customer and Associated. Perform high level maintenance including monetary transactions as exceptions whenever necessary.
2. Responsible for traffic control and ensuring staff is at the right place at the right time to meet interval and overall daily service level goals.
3. 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 and override policy or seek assistance for exceptions when necessary to ensure customer satisfaction while still limiting exposure to the company. Utilize advanced training and skills to handle more complex and unusual customer transactions and assist representatives.
4. Protect the bank and customer from exposure to loss, data compromise, fraud, and/or identity theft by understanding and complying with department and company fraud, security, CIP, privacy, confidentiality guidelines and processes for all employee and customer information.
5. 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.
6. 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.
7. Ensure that customer’s needs related to all products and services across all business lines including more advanced skillsets are identified and solved for as products and systems are developed and changed when taking customer calls.
8. Monitor and evaluate agent calls for quality assurance and compliance through establish quality assurance programs. Proactively communicate any customer or representative issues or trends.
9. Perform and transact appropriate maintenance and monetary transactions including negotiation of fee reversals above all representative levels. 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 appropriate fee waiver decisions and communicating with the customer.
Qualifications
JOB SPECIFICATIONS
Minimum Education
High school diploma
Preferred Education
Technical Diploma, Associate Degree or equivalent on the job experience
Minimum Experience
3-5 years customer service or banking experience, plus demonstrated ability or experience in providing work direction or leadership
Preferred Experience
5-7 years customer service or banking experience, plus demonstrated ability or experience in providing work direction or leadership
Special Skill Requirements
Skill Sets Other Skills
Microsoft Office
Operate Office Equipment
Mathematical
Other: Attention to Detail
Verbal Communication
Written Communication
Other Duties and Responsibilities
Performs other duties as assigned.
Job Requirements
Ability to interpret policies & procedures in accordance with standard banking practices;
Analyze, interpret and communicate complex issues and recommendations;
Adhere to Company policy and procedures;
Perform duties in accordance with the Vision & Values of Associated Banc-Corp;
Regular attendance;
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 both internally and externally.