Client Contact Center Specialist

This position is a primary source of contact for Johnson Bank customers through various electronic methods. This position supports all consumer and commercial banking services. Associates in this role may work on corporate projects and provide input and recommendations on how best to implement and support the initiatives.

KEY RESPONSIBILITIES

• Provides an exceptional customer service experience to all Johnson Bank customers (internal and external) through various electronic methods.
• Assists Consumer, Private, and Business Banking customers and team with the with deposit and loan account inquires, digital suite of services including but not limited to enrollments, bill pay and Zelle service requests, password reset, account unlocks, personal financial management, external transfers, related account maintenance, issue resolution, and appropriate customer follow up.
• Acts as an advisor to account owners to gain understanding of account or business need/problem; proactively works to identify needs of the customer through independent analysis and generates appropriate referrals.
• Participates in educational opportunities to stay abreast of industry trends and advancements including review of MyJFG upgrades, telephony upgrades, Consumer product enhancements, financial regulations, procedure changes, and participation in advisory/professional groups, forums, and conferences.

JOB REQUIREMENTS

• High school diploma is 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.