Client Contact Center Specialist

This position is a primary source of contact for all Johnson Financial Group Consumer, Private, Business Banking and Mortgage clients and bankers, through various methods including but not limited to phone, email, message center and chat. In addition to providing exceptional client service, associates are responsible for providing simple solutioning options to meet client needs. Associates in this role may work on corporate projects and provide input and recommendations on how best to implement and support corporate initiatives.

KEY RESPONSIBILITIES

• Provides an exceptional client service experience to Consumer, Private, Business Banking and Mortgage clients both over the phone and via and other communication channels.
• Assists clients with the Consumer, Private, Business Banking and Mortgage products including but not limited to online banking enrollments, bill pay service requests, password reset, account lock out, mobile banking, remote deposit capture, personal finance management, deposit and loan account inquires, escrow analysis, mortgage payment processing and statement inquiries.
• Assists Consumer, Private, Business Banking bankers with product, policy and procedural inquires in support of our clients.
• Acts as an advisor to account owners. Proactively works to identify needs of the client provides simple solutions and generates referrals to line of business partners, as appropriate.
• Responds to client inquiries, and concerns in a professional and timely manner, utilizing the CHOICE connection model, and promoting one call resolution whenever possible.
• Follows bank policy and department procedures to mitigate risk to the bank, and the client, while still making it easy for people to do business with us.
• Completes all work with a high level of accuracy and assures compliance with all applicable bank policies and procedures, as well as all applicable state and federal banking regulations.
• Knowledge of full portfolio of JFG products; ability to cross-sell products and services and scheduling client appointments for more complex needs.
• Responsible for establishing, building, and maintaining strong internal relationships across all lines of business to ensure consistent referral activities.
• Expand new and existing relationships by advising and recommending appropriate solutions that will exceed client expectations and schedule appointments for more complex client needs.
• Consistently meets or exceeds cross sell/referral goals.

REQUIRED EXPERIENCE

• High school diploma required.
• Strong customer focus and desire to deliver exceptional customer service.
• Prior customer facing or banking experience preferred, previous call center experience is a plus.
• Strong verbal and written communication skills and the ability to interact professionally within a diverse group of stakeholders.
• Ability to multi-task in a fast-paced environment, including answering multiple client inquiries across multiple platforms.
• Strong knowledge of Consumer, Private, and Business Banking products and services is desired.
• Ability to make decisions, within corporate policy guidelines, that make it easy for clients to do business with us.
• Solid PC skills including Microsoft Office suite device operating systems and browser support preferred.
• Ability to adapt quickly to different customers and situations.
• Possesses strong organizational and problem-solving skills.
• Ability to work independently and as a team.

Our culture embraces diversity, equity, & inclusion; one where everyone feels valued and heard. For more information on JFG's culture and diversity efforts, including our employee resource groups, please visit the Diversity section of our career website.