Wintrust is a financial holding company with approximately $50 billion assets under management and traded on the NASDAQ:WTFC. Built on the "HAVE IT ALL" model, Wintrust offers sophisticated technology and resources of a large bank while focusing on providing service-based community banking to each and every customer. Wintrust operates fifteen community bank subsidiaries with over 170 banking locations in the greater Chicago and southern Wisconsin market areas. Additionally, Wintrust operates various non-bank business units including commercial and life insurance premium financing, short-term accounts receivable financing, out-sourced administrative services, mortgage origination and purchase, wealth management services and qualified intermediary services for tax-deferred exchanges.
This is a full-time position working in Macatawa Bank's Customer Experience Hub in Holland, MI.
POSITION SUMMARY
To provide outstanding customer service to all internal and external customers. Offer first line assistance for basic account information and answer questions regarding products and services.
ESSENTIAL FUNCTIONS
Customer Service and Sales Support
Professionally answer incoming calls or chats from external customers in a friendly and compassionate way.
Assist branch/department staff with customer questions.
Answer on average 60-80 calls per day on a wide variety of topics including bank account questions, basic debit cards questions, personal online and mobile banking questions, and more.
Route other calls in a manner appropriate with department procedure.
Investigate customer inquiries and respond in a timely manner.
Aptitude to make good decisions in all situations.
Ability to work independently and as part of a team.
Explain bank services and fees; assist customers in changing to correct products.
Focus on maintaining customer relationships through cross-selling of bank products and services.
Department Tasks
Respond to customer inquiries including emails, chats, voicemails, and websites form submissions.
Assist in departmental projects as needed.
Complete ongoing education and e-learning requirements.
Proactive Listening and Sales Referrals
Proactively recognize customer needs and refer to appropriate business partners.
MORE ABOUT THE ROLE
Qualities Needed:
Outgoing
Friendly
Personable
Multi-tasker
Positive Attitude
From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicagos Bank and Wisconsin's Bank, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran or any other characteristic protected by law.
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
Please see job description for required skills.
