Client Contact Center Specialist

About the role

This position is a primary source of contact for Johnson Bank customers through various electronic methods, supporting all consumer and commercial banking services. Associates may also work on corporate projects and provide input and recommendations on implementation and support initiatives.

Responsibilities

• Provide an exceptional customer service experience to all Johnson Bank customers (internal and external) through various electronic methods.
• Assist Consumer, Private, and Business Banking customers with deposit and loan account inquiries, digital services (enrollments, bill pay, Zelle service requests, password resets, account unlocks), personal financial management, external transfers, account maintenance, issue resolution, and follow-up.
• Act as an advisor to account owners to understand their needs or problems; proactively identify customer needs through independent analysis and generate appropriate referrals.
• Stay abreast of industry trends and advancements, including MyJFG upgrades, telephony upgrades, Consumer product enhancements, financial regulations, procedure changes, and participation in advisory/professional groups, forums, and conferences.
• Demonstrate knowledge of the full portfolio of JFG products and cross-sell the breadth and depth of offerings.
• Establish, build, and maintain strong internal relationships across all lines of business to ensure consistent and frequent referral activities.
• Expand new and existing relationships by advising and recommending solutions that exceed client expectations.
• Consistently meet or exceed cross-sell and referral goals.

Requirements

• Strong customer focus and desire to deliver exceptional customer service.
• Two to four years of customer-facing experience preferred.
• Minimum two to three years of banking experience preferred.
• Ability to utilize different approaches to provide long-term solutions and identify opportunities.
• Strong knowledge of Consumer deposit products is desired.
• Ability to work independently and as a team, multitask in a fast-paced environment, and meet deadlines while delivering a positive customer experience.
• Strong verbal and written communication skills, with the ability to interact professionally with a diverse group, including executives, managers, and subject matter experts.
• Solid PC skills, including proficiency in Microsoft Office Suite.
• Ability to adapt quickly to situations and change with exceptional problem-solving skills.

About the company

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