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Customer Care Supervisor - 2nd Shift at Associated Bank

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Green Bay, Wisconsin





Job 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.

Job Summary
Supervise and develop a team of high performing Customer Care Representatives to respond to and resolve basic to complex customer inquiries over the telephone, email, web chat and social media across our Consumer and Commercial Business lines in a 24 x 7 x 365 days a year multi-site Customer Care Contact Center. Supervisors must be flexible in work hours to support both customers and colleagues. They are expected to lead by example and provide best in class service as part of a top performing Contact Center.


Effectively coach, develop and motivate representatives and work with them on all personnel and performance issues using approved HR protocols.


Support the team to leverage opportunities to increase revenue by deepening customer relationships through the cross sell/up sell or referral of additional products and services.


Supervisors must identify potential risk and exposure to the company pertaining to fraud, identity theft, non-compliant situations and customer escalations. Responsible for problem solving of high level escalated situations and has the authority to make decisions that are exceptions to policy whenever necessary. Problem solving ability at this level typically requires data/trend analysis and collaboration with other business lines to implement solution.


Accountability for meeting department goals for service levels, quality assurance, and colleague retention. Responsible to meet regulatory guidelines for servicing of customers. Assist manager in project tasks and communication to teams. Represent Customer Care across business lines as subject matter experts sharing the customer experience.


Gathers and escalates call trends to manager to identify potential issues and improvement opportunities to increase operational efficiencies.


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

  • Supervision
  • Customer Service
  • Communication
  • Decision Making
  • Quality Assurance
  • Training/Coaching
  • Problem Solving
  • Process Improvement
  • Special Projects
  • Team Support
  • Risk Management
  • Regulation and Compliance
  • Staff management & development
  • Other Colleague development, engagement and performance

    Job Accountabilities

  • Supervise and direct the daily activities of the Customer Care Center including ensuring new hires and existing staff are trained on all skills necessary to answer customer inquiries. Identify when representatives are ready to learn additional skills and career development opportunities. Provide timely coaching on performance, including daily and weekly interaction and coaching or team meetings and monthly one on ones to review scorecard outcomes. Prepare and administer performance reviews and salary increases, including timely promotions. Administer department performance plan and sales incentives to reinforce desired activities/outcomes and retention of staff.
  • Develop and foster a strong customer advocacy environment along with deepening customer relationships. Ensure customer’s needs for financial service are fully met through active profiling and needs assessment activities. Provide on-going coaching and counseling, quality recording and monitoring, team meetings and training sessions.
  • Resolve escalated customer complaints in a manner that provides customer satisfaction and protects the interests of the bank. Provide technical support and guidance via supervisor phone line support or face-to-face on non-routine inquiries by Customer Care Center representatives and management concerning all products, procedures and systems. Analyze and resolve complex customer issues, overriding policy when necessary to ensure customer satisfaction while still limiting exposure to the company.
  • Practice fiscal responsibility in reducing cost per call by limiting overtime on team and ensuring high productivity of team members.
  • Responsible for attracting, hiring, training and developing talent. Provides honest, helpful and timely feedback to colleagues on their performance. Conveys trust in colleague’s competencies to do their jobs. Makes accurate evaluations of colleague capabilities and fit. Responsible for handling conflict, employee relations and performance appraisals to include setting meaningful goals and objectives and other human resource related activities.
  • Protect customer information and bank security related to “Know Your Customer”, CIP, privacy, data compromise, fraud, and identity theft as they relate to contacts via the Contact Center by understanding company policies and industry standards. Communicate and monitor delivery of customer and information procedures to staff members. Audit compliance through monitoring of calls and written communications with customers.
  • Using technology, identify call patterns, customer trends and/or system issues as they develop. Respond and report these to managers, business line leaders, back office support managers and Information Technology Services as quickly as possible along with providing possible impact/solution/resolution. In addition, identify process improvement opportunities that exist and support changes on your team and in the department that allow us to be more efficient and deliver an improved customer experience.
  • Monitor and evaluate agent calls for quality assurance and compliance through established quality assurance programs. Track and analyze results for agent performance scorecards. Follow established guidelines to support quality assurance complaint process in department including coaching agents on any outcomes.

  • Succession planning for Lead position and identifying career path opportunities for continued growth and development.


  • Education

  • Bachelor's Degree or equivalent combination of education and experience , Required
  • Bachelor's Degree , Preferred

    Experience

  • 2-4 years Leadership, banking, customer service, financial or sales experience. Demonstrated ability or experience in providing work direction and leadership., Required
  • 4-7 years Call Center leadership, banking, customer service, financial or sales experience. Demonstrated ability or experience in providing work direction and leadership., Preferred
  • Less than 2 years Direct Call Center supervision experience, Preferred

    Skills

  • Operate Office Equipment , Intermediate
  • Mathematical , Intermediate
  • Other: attention to detail, Advanced
  • Verbal Communication , Advanced
  • Written Communication , Advanced
  • Microsoft Office , Intermediate
  • Customer Relations , Advanced

    General Physical Condition


  • No unusual physical effort, strain, or discomfort