Customer Support Specialist (Call Center) - Full Time (40 Hrs/Wk) in Wausau, Wisconsin at IncredibleBank

We know what you're thinking. "What kind of name is IncredibleBank?"

Well, we're glad you asked.

With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

About the Role:

We are eager to discuss the prospect of you joining our team as our next incredible team member!

This position reports to the Customer Experience Center Manager at our IncredibleBank Support Center location in Wausau, Wisconsin. As a Customer Support Specialist, you will serve as a primary point of contact for customers, providing support through phone, chat, and email channels while delivering the Incredible Customer Experience (ICE) that defines our brand.

Duties and responsibilities may include:

• Deliver the Incredible Customer Experience (ICE) through every interaction by building meaningful customer relationships, identifying customer needs, demonstrating empathy, and exceeding customer expectations to strengthen customer loyalty and trust in IncredibleBank.
• Serve as the primary point of contact for customers reporting unauthorized transactions, suspicious account activity, and potential fraud by gathering, analyzing, and documenting relevant information, identifying potential risks, initiating appropriate review processes, collaborating with internal partners, and providing ongoing communication to support timely resolution and protect the customers and the Bank.
• Conduct consultative conversations using active listening and open-ended questions to understand customer needs, recommend appropriate products and services, uncover relationship growth opportunities, and generate quality referrals to business partners.
• Maintain a thorough knowledge of IncredibleBank products, services, and digital banking solutions to confidently educate, support, and guide customers with online banking, mobile banking, and other self-service technologies.
• Take ownership of customer inquiries from initial contact through resolution to ensure issues are resolved accurately, efficiently, and in a manner that promotes customer satisfaction and confidence.
• Perform customer account maintenance and follow-up activities accurately and in a timely manner to ensure account information remains current and customer requests are fulfilled in a timely manner.
• Research, analyze, troubleshoot, and resolve customer inquiries using available systems, resources, and technology to deliver effective solutions and minimize customer effort.
• Demonstrate adaptability and effectively utilize technologies, including AI-enabled tools, to improve operational efficiency, enhance decision-making, and deliver exceptional customer experience.
• Actively participates in departmental and bank-wide strategic initiatives, process improvements, and project implementation to support organizational goals and enhance customer experience.

This is a regular full-time hourly non-exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 7:30 am to 5:30 pm CDT Monday through Friday.

This position will work on-site at our IncredibleBank Support Center location in Wausau, Wisconsin.

About You:

You do what is right over what is easy. You don’t settle for good enough. You’re driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Those attributes are just a few things our incredible employees have in common. And, if you are looking for an opportunity to join a dynamic team, we’d be so excited to learn a little more about you and your interest in joining the team!

Our recommended and preferred qualifications are:

• High school diploma or general education degree (GED).
• Two to five years' experience in a call center, customer service, banking, or related service environment, with demonstrated success providing customer support, resolving issues, and delivering high-quality customer experience in a fast-paced setting.
• Working knowledge of banking products, services, and applicable regulations.
• Ability to professionally manage difficult customer interactions and resolve concerns with empathy and professionalism.
• Strong analytical, problem solving, and critical thinking skills.
• Self-motivated with the ability to take initiative and manage competing priorities in a fast-paced environment.
• Strong technical aptitude with the ability to effectively navigate multiple systems and applications simultaneously.
• Proficient using computers, smartphones, tablets, and other electronic devices to perform job related responsibilities.
• Proficiency with Microsoft Office applications.
• Ability to learn and effectively use new technologies, including AI-enabled tools.
• Excellent verbal and written communication skills.
  
  

About Our Benefits and Compensation:

Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we’re willing to discuss up front.

And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Check out our total rewards package at: https://www.cbmicrosite.com/incrediblebank

About the Company:

IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn’t awarded as one of America’s Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn...

We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that’s what makes us America’s first national online community bank. And who doesn’t love the idea of a national community?

Today, IncredibleBank is a $2.0 billion-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it’s less about size than it is about culture. That’s why we’re especially proud to have been certified as a Great Place to Work.

Learn more about our Great Place to Work engagement results here: https://www.greatplacetowork.com/certified-company/7022621