- Respond to customer's telephone, chat and e-mail inquiries. 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 one's 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 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.
- 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.
- High School Diploma Required
- Less than 2 years OR 1-2 years customer service, banking, retail, food service, insurance, telemarketing/sales experience Required
- Retirement savings including both 401(k) and Pension plans.
- Paid time off to volunteer in your community.
- Opportunities to connect with others through our diversity-focused Colleague Resource Groups.
- Competitive salaries with professional development and advancement opportunities.
- Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more.
- Personal banking, loan, investment and insurance benefits.
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Customer Care Representative - Stevens Point, United States - The Judge Group
Description
At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success. If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.
Provide best in class service as part of a top performing Contact Center. Respond to customer inquiries through multiple channels including telephone, e-mail, web chat and digital channels (including online, mobile & IVR) in a cross functional Contact Center.
This person will,
Education
Compliance Statement
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.
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.
Responsible to report ethical concerns as needed to Associated Bank's anonymous Ethics Hotline.
Associated Bank provides additional assistance to individuals with disabilities throughout the application & interview process. Please contact if you need an accommodation at any time during the interview process.
Associated Banc-Corp is an Affirmative Action and Equal Opportunity Employer. Associated Banc-Corp participates in the E-Verify Program. E-Verify Notice English or Spanish. Know Your Right to Work English or Spanish.
Associated Bank is Pay Transparency compliant.
