Contact Center Representative - Pay starting $22+ DOE, more for Bilingual/Spanish

15700 W Bluemound Rd, Brookfield, Wisconsin

6436

Full-Time/Regular

North Shore Bank is about helping families thrive, businesses grow and communities flourish. We are dedicated to championing our customers, empowering them to bank their best life, and supporting the community we all share. And it's our employees that make the difference. With offices located throughout eastern Wisconsin and northern Illinois, we offer a work culture that has been recognized as a Top Workplace thirteen times by the Milwaukee Journal Sentinel.

As a mutual company, North Shore Bank isn't publicly-owned, which means when we come to work every morning, our sole focus is on providing high-touch service to our customers and employees, and supporting our local communities. Are you looking for a company that places long-term growth ahead of short-term profits? Where you can put your customers first and think creatively to solve challenges? Where respect, integrity and being true to your word are valued and rewarded? This is the place.

SUMMARY: The Contact Center Representative answers customer telephone inquiries in an accurate and timely manner and processes customer research requests through completion. Serves as a liaison between customers and branch/department personnel to ensure effective customer relations.

ESSENTIAL DUTIES AND RESPONSIBILITIES: North Shore Bank's Position Descriptions are intended to describe only the major functions of the job. You may be expected to perform other duties specified by your manager. Everyone is expected to contribute whatever efforts necessary to operate efficiently and effectively to ensure the success of the Bank.

Serves internal and external customer calls by answering questions to the following related topics:

• Personal digital banking inquiries
• Deposit accounts related questions
• Other areas as needed

Refers products, services, benefits, and features in response to questions, problem resolution, and product changes. Referrals are tracked, documented, measured, and qualified monthly.

Understands and services current promotions and bank wide initiatives.

Transfers calls correctly to the appropriate areas for further assistance to the customer.

Completes address change and other forms per customer request.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED) required. Minimum of one year of experience in a customer service role with each interaction resulting in a high level of customer satisfaction. Effective verbal and written communications skills required.

OTHER SKILLS AND ABILITIES:

Requires effective interpersonal communication skills in order to interact with customers, co-workers, and other branch/department personnel in a professional and timely manner. Exhibits ability to work in a high energy fast paced environment. Availability to work flexible hours, including Saturdays is required.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.