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.

Cross Sales and Referrals

• Knowledge of full portfolio of JFG products; ability to cross-sell full breadth and depth of
• Responsible for establishing, building, and maintaining strong internal relationships across all lines of business to ensure consistent and frequent referral activities.
• Expand new and existing relationships by advising and recommending appropriate solutions that will exceed client expectations.
• Consistently meets or exceeds cross sell/referral goals.

Required Experience

• Strong customer focus and desire to deliver exceptional customer service.
• Two to four years of customer facing experience preferred.
• Minimum two - three years banking experience preferred.
• Utilizes different approaches to provide long term solutions; can see opportunities where others cannot.
• Strong knowledge of Consumer deposit products is desired.
• Ability to work independently and as a team, multi-task in a fast-paced environment, good organizational skills, make quality decisions, and meet deadlines while delivering a positive customer experience.
• Strong verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Solid PC skills including Microsoft Office Suite.
• Ability to adapt quickly to situations and change with exceptional problem-solving skills.

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.