Digital Customer Support Specialist

Wintrust Financial Corporation•Rosemont, IL

21h•Onsite

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 the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.” As a member of the Digital Support Team, this position will deliver best in class service to Wintrust Financial customers via telephone and electronic channels (limited face to face customer interaction). The ideal Customer Advocate is an expert in mobile/online banking and other digital products and will handle customer escalation issues and inbound calls from all bank locations, as necessary. This is a technology heavy position and will require walking customers through troubleshooting steps. Extensive computer and telephone work. Must be passionate about customers and evolving technology.

Requirements

Be a brand ambassador.
Be energetic about customer support.
Communicate in an engaging (tone, word choice, sincerity) and efficient manner.
Be a complex problem solver concerning technical issues with Online and Mobile accounts.
Work well independently, leveraging internal tools and resources.
Ability to gather information.
Apply comprehensive concepts across the organization.
Possess superior computer skills, comfortable navigating and using various applications.
Understand the importance of being there for our customers (Schedule management).
Retail/Phone Banking experience.
3-5 years related work experience in financial industry.
Be well organized.
Possess excellent telephone, computer and written and oral communication skills.
Experience with troubleshooting digital issues.
Ability to work the 11:30am to 8:00pm shift.

Nice To Haves

Inbound Contact/Call center experience.
Bilingual.
College degree.

Responsibilities

Deliver best in class service to Wintrust Financial customers via telephone and electronic channels (limited face to face customer interaction).
Handle customer escalation issues.
Handle inbound calls from all bank locations, as necessary.
Walk customers through troubleshooting steps for technology issues.
Perform extensive computer and telephone work.