Customer Support Specialist (Call Center) - Full Time (40 Hrs/Wk)

Description

We know what you're thinking. "What kind of name is IncredibleBank?"

Well, we're glad you asked.

With a name like IncredibleBank, we have a lot to live up to. Our name is a promise we make every day to our customers and to our team members (and hey, that could be you!). A promise that we strive to be incredible in everything we do. A promise that will help our customers, fellow team members, and our communities to do the incredible.

At IncredibleBank, we're all about ICE. What's ICE? ICE stands for Incredible Customer ExperienceTM (that's right - an experience so good and so important we trademarked it). ICE illustrates the core values that drive everything we do - how we conduct business, how we treat each other, and how we continuously strive to build on our model of customer-focused banking. Our core values have been in place for more than 50 years and continue to influence every aspect of our operation today.

So - how can you help us live up to our name?

About the Role:

We are eager to discuss the prospect of you joining our team as our next incredible team member!

This position reports to the Customer Experience Center Manager at our IncredibleBank Support Center location in Wausau, Wisconsin, and allows you to partner with other team members and key stakeholders to provide Incredible Customer Experiences of your own! Duties and responsibilities may include:

• Will serve as the primary point of contact for Bank customers choosing to reach us through telephone and email delivery channels, and may also support with online chat (Banno) and electronic banking platforms.
• Acts as a customer ambassador for the bank and provides a high-quality customer experience worthy of our brand. Engages customers by keeping their best interest in mind and exceeding their expectations.
• Possesses a customer satisfaction mentality, understanding the need to hold oneself personally accountable to following customer-centric behaviors and attitudes in an environment committed to building relationships; ensuring the customer is satisfied at the conclusion of their interaction.
• Demonstrates a thorough knowledge of IncredibleBank products and services including both consumer and business online banking, the IncredibleBank mobile app, mobile deposit, consumer bill pay, debit and credit cards, and eStatements.
• Accurately performs timely follow through on the customer's request by preparing and submitting maintenance with proper documentation when necessary.
• Actively participates in the implementation of departmental and bank-wide strategic initiative projects to enhance the customer experience.

This is a regular full-time hourly non-exempt position, averaging approximately 40 hours/week. Schedule may vary between the hours of 7:30 am to 5:30 pm CST Monday through Friday.

This position will work on-site at our IncredibleBank branch location in Wausau, WI.

About You:

You do what is right over what is easy. You don't settle for good enough. You're driven to learn and grow. You recognize your impact on the customer experience, regardless of your role.

Those attributes are just a few things our incredible employees have in common.

And, if you are looking for an opportunity to join a dynamic team, we'd be so excited to learn a little more about you and your interest in joining the team! Our recommended and preferred qualifications are:

• High school diploma or general education degree (GED) preferred.
• Two to five years' experience in a customer service role; or equivalent combination of education and experience preferred.
• Proficient with Microsoft Office - (Word, Excel, and Outlook) and Windows.
• Excellent written and oral communication skills.
• Ability to remain professional and composed under pressure.
• A high degree of resourcefulness and adaptability.

About Our Benefits and Compensation:

Our promise of ICE extends to our employees as well. Our employees are our greatest asset, and we strive to show our appreciation by offering top-tier benefits and, dare we say, more than competitive compensation that we're willing to discuss up front.

And we are constantly evaluating and improving our benefits. In fact, eligible employees receive over 30 days off per calendar year! That includes 18 days of PTO to begin, PLUS an Anniversary Holiday, Birthday Holiday, Wellness Holiday, and 12 observed Bank Holidays.

Check out our total rewards package at:

About the Company:

IncredibleBank first started in 1967 as River Valley Bank with a single location in Rothschild, WI. And we may have strong roots in community banking, but IncredibleBank wasn't awarded as one of America's Most Innovative Banks by the Independent Community Bankers of America for our popcorn Fridays. Though we do love free popcorn...

We strive to stay on the leading edge of banking technology with the goal providing the best, simplest way for our customers across the country to do their banking. But if our customers need us, they can pick up the phone and talk to a real person. And that's what makes us America's first national online community bank. And who doesn't love the idea of a national community?

Today, IncredibleBank is a $2.0 billion-asset institution that has grown to 17 brick-and-mortar locations with customers in all 50 states. But we know that as an employer, it's less about size than it is about culture. That's why we're especially proud to have been certified as a Great Place to Work.

Learn more about our Great Place to Work engagement results here: