Contact Center Specialist

As The Bank of You, North Shore Bank is about helping families thrive, businesses grow and communities flourish. And it’s our employees that make the difference.

With offices located throughout eastern Wisconsin, we offer a work culture that has been recognized as a Top Workplace twelve 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 Specialist answers customer telephone and e-mail 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 insure the success of the Bank.

Serves customers by answering questions related to such products / services as :

• Deposit account inquiries
• Debit card inquiries
• Personal digital banking inquiries
• Help desk related questions; browser, operating systems, cookies / cache, etc.
• General fraud situations
• Mortgage and consumer loan inquiries
• Business online banking resets
• Easy Access, resetting PIN’s
• 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.

Completes address change 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 two years of experience in a customer service / contact center role, and at least one year in a banking position required.

Knowledge of the Fiserv on-line system necessary to perform the essential job duties, as well as other applications needed to perform the job.

Effective verbal and written communications skills required. Extensive Bank product knowledge is 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 the 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

Required Skills

Required Experience