Job Summary
Provide best in class service as part of a top performing Contact Center. Required to have detailed and comprehensive knowledge of all business lines and products/services. Must have the ability to assist representatives with their questions and assist with customer calls to ensure customer satisfaction and retention. Ensure first contact resolution. Respond to customers through multiple channels including telephone, e-mail, web chat and digital channels (including online, mobile & IVR) in a cross functional Contact Center. Expected to have flexible hours to support our customers and colleagues. Also serve as a back-up to supervisors during evening, weekend and holiday hours. Have the authority to make decisions that may be exceptions to policy in escalated and special situations. Utilizing their advanced training and skills, support the Customer Care Representatives and Specialists by assisting on our internal help line (Support Line), researching and resolving complex customer issues and unusual customer transactions. Must identify potential fraud, risk and exposure to the company when working with customers and representatives. Responsible for making decisions and exceptions at a high level. Accountable for traffic control and meeting department service level goals. Responsible for meeting requirements for investor guidelines for quality and service level standards. Create team performance and sales promotions, encourage participation, track results and meet overall expectations for the department. When working with customers, leverage opportunities to increase revenue by deepening customer relationships through the cross sell/up sell or referral of additional products and services. May conduct training on additional products and services or corporate events. Expected to coach representatives on errors, complaints, and performance expectations whenever necessary. Serve as a member of the Quality Assurance Team and are responsible for completing and delivering quality monitoring sessions timely.

Job Accountabilities

• 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.
• 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.
• 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. When necessary, 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.
• 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.
• 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.
• 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.
• Ensure that customer’s needs related to all products and services across all business lines are identified and solved for as products and systems are developed and changed when taking customer calls.
• Monitor and evaluate agent calls for quality assurance and compliance through established quality assurance programs. Proactively communicate any customer or representative issues or trends.
• 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.
  

Education

• Associate's Degree or equivalent combination of education and experience Technical Diploma Required

• 3-5 years Customer service or banking experience, plus demonstrated ability or experience in providing work direction or leadership Required
  

Compliance Statement
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’s anonymous Ethics Hotline.

Associated Bank is committed to working diligently with any colleague who needs an accommodation perform the essential functions of the job. Please contact the Leaves & Accommodations office to request an accommodation.