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Customer Care/Call Center Support Specialist 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: or call: (800) 878-3282.

Job Summary
This position will provide department-wide support to Customer Care across three 24x7x365 contact centers. Responsible for preparing and mailing all customer correspondence generated from the Contact Center. This includes supporting our complaint management, Consumer affairs division by reviewing and preparing customer letters and documents on high level complaint cases. Provide daily support to management and colleagues on facility needs, desk set ups, security set ups and changes. Assist and organize events and projects including supporting management in arranging interviews, travel, meetings, tours and special events. Coordinate meetings and assist in preparation of management presentations across all business lines. Ability to handle customer calls across all business lines to support our colleagues/customers during peak wait times.

Compliance Statement
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

  • Team Support
    Customer Service
    Team Support
    Process Management
    Problem Solving

    Job Accountabilities

  • Provides support to Customer Care team including fulfillment of service requests within specified service level agreements and mailing appropriate letters and applicable documents to customers. Perform quality checks to ensure accuracy. Responsible for setting up interviews, new hire desk set ups and new hire system access requests. Request system access (AYS) for colleagues when they change roles or add additional skill sets within Customer Care. Ensure departing colleague’s system access is removed timely. Plan events, reserve conference rooms, coordinate meetings, calendar administration, travel arrangements and appointment scheduling, etc. to support the team.
  • In line with the company’s brand, effectively communicate with various levels in a professional work environment. Prepare and modify documents including letters, emails, reports, project management documents, etc. Ability to solve or advise on practical and moderately complex problems faced by customers and colleagues. Ability to maintain confidentiality of employee, customer and corporate information. Knowledge of structure and content of the English language including spelling, grammar, punctuation, etc. Working knowledge of MS Office including Outlook, Word, Excel, and Power point. Well-versed with office equipment, such as telephone equipment/headsets, scanners, videoconferencing systems, photocopiers, etc.
  • Provide support to our We Care Consumer Affairs division by reviewing, formatting and sending customer letters and correspondence. Responsible for uploading responses to the applicable complaint agency (BBB, CFBP, OCC). Maintain and track gift card inventory. Process return mail from Customer Care, research new address and re-mail or return to originator for additional follow up. Distribution of payments, check requests and other documents to various departments for processing.
  • Communicate to Customer Care staff any facility related topics. Distribute desk drop communications to our staff as needed. Maintain department contact lists, calling tree, Master Directory and internal department important dates including anniversary/birthday recognition boards.
  • Coordinate special projects including on and off site meetings for Directors, Managers and Supervisors including invites, securing location and other logistics. Assist in coordination of department tours and compilation of tour books, tour boards and presentations.
  • Vendor coordination within Customer Care including processing invoices to vendors, tracking, liaison on behalf of the manager with the company, etc.
  • Under general supervision, able to coordinate smaller projects of mid-level complexity from beginning to end, which includes breaking down the project into tasks, establishing time lines for tasks to reach end goals of project due date. Projects taking up to a couple of weeks or months to complete or part of a task force to assist the result of a larger project. May work independently on the project or in a group.
  • Education

  • High School or GED, Required
  • Associate's Degree or equivalent combination of education and experience or other applicable business training, Preferred

    2-4 years Banking or Office Management, proficient in MS Office, Required

    Other: Verbal, written and interpersonal communication skills, and the ability to greet customers and answer phones in a professional manner., Advanced
    Customer Relations , Advanced
    Ability to Multi Task and Prioritize , Intermediate
    Organizational , Intermediate
    Other: Computer literate in Microsoft Office products and the ability to quickly learn new software/systems., Intermediate
    Other: Administrative skills, Intermediate

    General Physical Condition
    Light physical effort; routine handling of heavy objects up to 20 pounds or prolonged standing, keyboard, or CRT work (at least 50% of time)