Customer Contact Center Representative - 11:30am-8:00pm Shift

Wintrust Financial Corporation•Rosemont, IL

1d•Hybrid

About The Position

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers sophisticated solutions while maintaining relationship-focused, personalized service. The company serves clients in all 50 states with over 200 branch banking locations and commercial banking offices in several key cities. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and is consistently ranked as a top place to work, including a Top Workplace by the Chicago Tribune (past 9 years) and Employee Recommended award by the Globe & Mail (past 6 years). The company offers competitive pay, annual discretionary bonuses, a comprehensive benefit package, family-friendly work hours, and opportunities for career growth and development with a promote-from-within culture. As a Customer Contact Center Representative, you will be a member of a fast-paced, goal-driven, multi-media contact center, accountable for delivering best-in-class customer service via telephone and electronic channels. The role involves working cross-functionally with other banking groups and requires strong knowledge of current business strategy and requirements to support the desired customer experience across multiple lines of business.

Requirements

1-3 years directly related experience

Nice To Haves

Banking customer service experience

Responsibilities

Solve both internal and external customer inquiries, complaints and requests by using a single point of contact resolution utilizing solid knowledge of the bank’s processes, procedures and electronic systems, while identifying potential systemic problems.
Coordinate and assist in resolving deposit, loan, treasury management and other line-of-business related issues in response to customer inquiries and escalate to the appropriate operational department contact for resolution.
Advise and train internal customers via Branch Support Services, i.e., educate on processes/procedures/systems, recommend on customer resolution.
Provide on-going relationship servicing with current customers to maintain goodwill and gain additional business through promotion and cross-selling other bank products and services as appropriate to meet customer requirements and the bank’s profitability goals.