Contact Center Operations 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 Operations Specialist assists with overseeing the daily operations of the Contact Center, and s upports the activities of the Contact Center team in order to achieve exceptional quality, accuracy, and efficiency of customer service results.

This position will also be required to act as a Contact Center Specialist and provide back-up supervisory responsibilities as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES : North Shore Bank’s Position Descriptions are intended to describe only the major responsibilities 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 North Shore Bank.

Keeps abreast of all policy and procedure changes to ensure Contact Center team is always providing the highest level of accurate information to external and internal customers.

Resolves escalated customer calls as necessary to ensure customer satisfaction.

Serves as subject matter expert for department; provides expertise in utilizing systems, processes, and other available resources to complete research and resolve complex issues.

Works closely with security reviewing red flags, identity and payment related fraud, and new fraud trends in order to prevent losses and preserve reputation.

Provides expert level support when new campaigns are launched.

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 equivalent is required. A minimum of a combined five years’ experience in the areas of banking customer service and general banking are required.

Thorough knowledge of Fiserv Cleartouch system is necessary to perform the essential job duties. Position requires extensive knowledge of North Shore Bank products, services, and procedures.

Requires demonstrated effective verbal and written communications skills. A minimum of five years supporting digital channels is desired.

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.

Required Skills

Required Experience