Job Information
NORTH SHORE BANK FSB - BROOKFIELD Contact Center Operations Specialist in BROOKFIELD, Wisconsin
JOB REQUIREMENTS: 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 eleven 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 supports 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... For full info follow application link. Employment selection and related decisions are made without regard to race, ethnicity, religion, gender, sexual orientation, national origin, age, disability, genetic history, marital status, military or veteran status, or any other characteristic protected by law. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/92844D58BDD646C0