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Customer Care Representative

Green Bay, WI 54301

Posted: 02/03/2023 Employment Type: Contract Job Number: 39613 Pay Rate: 19.00

Job Description

The Panther Group has an immediate need for several CUSTOMER CARE REPRESENTATIVES for our client, a large financial institution in the Green Bay, Wisconsin area.  

This is a full-time longer term contract position working Monday – Friday standard business hours. 
**Eligible candidates must open to commute to Green Bay, WI**

  • Respond to customer's telephone, chat and e-mail inquiries in a 24x7x365 environment.
  • Respond in a professional and pleasant manner in all interactions.
  • Provide accurate information across all retail, business and concierge products and services.
  • Offer solutions while demonstrating enthusiasm, apologizing sincerely for inconveniences, listening empathetically and tolerating difficult customers calmly.
  • Responsible for outbound calling projects when events or customer impacting system issues arise.
  • Provide quality service as a differentiator for our company to retain current customers and attract new business.
  • Exercise good judgment according to current policies and procedures when resolving customer situations.
  • Recognize potential exceptions and make decisions to ensure customer satisfaction and retention.
  • Exceed increasingly challenging quality and productivity standards to support our department and company goals and initiatives.
  • Mentor and train new and existing Customer Care representatives to assist them in all aspects of the job that they will need to be successful after training to meet all quality and productivity standards and to ensure customer satisfaction.
  • Assist in championing additional skills including HSA, Loans, Premier, Colleague, etc.
  • Demonstrate ability to quickly change one's approach to a situation and adjust to constraints or multiple demands.
  • Incorporate product, service and procedure changes communicated through a variety of mediums into everyday working procedures.
  • Possess the aptitude to learn and navigate comfortably in an ever-changing technical systems environment.
  • Keep current on frequent policy, product and procedural changes including customer mailings and promotions.
  • Manage time and materials effectively. Prioritize and accomplish multiple tasks while effectively servicing customers in a timely manner.
  • Initiate opportunities to introduce products and services to existing and potential customers.
  • Recognize and act upon cross-selling opportunities.
  • Make referrals to support corporate sales initiatives and meet the customer's needs.
  • Direct conversation toward a sale by suggesting alternatives and recommending product changes.
  • Overcome objections, strive to close the sale every time and show confidence after a refusal/rejection.
  • Perform and transact appropriate maintenance and monetary transactions including negotiation of fee refunds, lost/stolen debit cards, demographic updates, stop payments, etc.
  • Maintain fiscal responsibility when exercising judgment within prescribed guidelines.
  • Collect information, evaluate criteria and inform customer of decision in refunding service fees when appropriate.
  • Protect the bank and customer from exposure to loss, fraud and/or identity theft by complying with all department and company confidentiality guidelines with a heightened awareness of risks related to 'Know Your Customer', CIP, privacy, data compromise, fraud and identity theft.
  • Associate's Degree or equivalent combination of education and experience

  • General banking with knowledge of bank policies, procedures and products required.
  • Call Center experience
  • 2-4 years of customer service, banking, food service, retail, insurance, telemarketing and or sales experience.


Meet Your Recruiter

William Romano

Bill is a Recruiting Manager with Panther Professional team. He has extensive experience working with and the recruitment of a large array of professionals including contract accounting, finance and bookkeeping professionals. Panther's Professional division can help you find the talent you need!

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