The Panther Group has an immediate need for several CUSTOMER CARE REPRESENTATIVES for our client, a large financial institution in the Green Bay, Wisconsin area.

This is a full-time longer term contract position working Monday – Friday standard business hours.

Eligible candidates must open to commute to Green Bay, WI

JOB RESPONSBILITIES

• Respond to customer's telephone, chat and e-mail inquiries in a 24x7x365 environment.
• Respond in a professional and pleasant manner in all interactions.
• Provide accurate information across all retail, business and concierge products and services.
• Offer solutions while demonstrating enthusiasm, apologizing sincerely for inconveniences, listening empathetically and tolerating difficult customers calmly.
• Responsible for outbound calling projects when events or customer impacting system issues arise.
• 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.
• Assist in championing additional skills including HSA, Loans, Premier, Colleague, etc.
• 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 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. EDUCATION
• Associate's Degree or equivalent combination of education and experience

QUALIFICATIONS / REQUIREMENTS

• General banking with knowledge of bank policies, procedures and products required.
• Call Center experience
• 2-4 years of customer service, banking, food service, retail, insurance, telemarketing and or sales experience.

Last updated : 2024-05-24