Digital Customer Support Specialist

Wintrust Financial Corporation; Rosemont (IL); On-site; USD 36,000 - 47,000; Full time

Benefits offered by this job

Medical Insurance

Dental

Vision

Life insurance

401(k) with company match

Tuition reimbursement

Parental Leave

Employee Assistance Program (EAP)

Flexible Spending Account (FSA)

Employee Stock Purchase Plan

Job summary

Wintrust Financial Corporation in Rosemont, IL, seeks a Customer Advocate for the Digital Support Team to deliver best-in-class service to customers through phone and digital channels.

The role requires 3–5 years in financial services, strong communication skills, and comfort troubleshooting digital issues. The position supports online/mobile banking and escalations, with a schedule from 11:30am to 8:00pm and a competitive benefits package.

Qualifications

• 3–5 years related work experience in financial industry.
• Excellent telephone, written and oral communication skills.
• Experience troubleshooting digital issues desirable.
• Shift availability: 11:30am–8:00pm.

Responsibilities

• Provide best-in-class service via telephone and electronic channels, escalating issues as needed.
• Troubleshoot digital banking issues and guide customers through online and mobile banking steps.

Skills

Customer support

Digital banking

Education

College degree preferred, but not required

Job description

Wintrust provides community and commercial banking, specialty finance and wealth management services through its 16 bank charters and nine non-bank businesses. Wintrust delivers the sophisticated solutions of a large bank while staying true to the relationship-focused, personalized service of our community banking roots. We serve clients in all 50 states with more than 200 branch banking locations in Illinois, southwestern Florida, northwestern Indiana, west Michigan and southern Wisconsin and commercial banking offices in Chicago, Denver, Milwaukee, Grand Rapids, Mich., and in key branch banking locations throughout Illinois. Our people are the heart of our business and we are proud to rank consistently as a top place to work. Wintrust is a $66 billion financial institution based in Rosemont, Illinois, and listed on the NASDAQ Global Select Market under the symbol “WTFC.”

Why join us?

An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 12 years) and Employee Recommended award by the Globe & Mail (past 6 years). Competitive pay and annual discretionary bonus eligible. Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few. Family-friendly work hours. With 175+ community bank locations, we offer opportunities to grow and develop in your career. Promote from within culture.

Position Overview

As a member of the Digital Support Team, this position will deliver best in class service to Wintrust Financial customers via telephone and electronic channels (limited face to face customer interaction). The ideal Customer Advocate is an expert in mobile/online banking and other digital products and will handle customer escalation issues and inbound calls from all bank locations, as necessary. This is a technology heavy position and will require walking customers through troubleshooting steps. Extensive computer and telephone work. Must be passionate about customers and evolving technology.

Qualities of a successful candidate are:

A brand ambassador. Energetic about customer support. Communicates in an engaging (tone, word choice, sincerity) and efficient manner. Complex problem solver concerning technical issues with Online and Mobile accounts. Works well independently, leverages internal tools and resources. Ability to gather information. Applies comprehensive concepts across the organization. Superior computer skills, comfortable navigating and using various applications. Understands importance of being there for our customers (Schedule management). Retail/Phone Banking experience required. Inbound Contact/Call center experience a plus. Bilingual a plus.

Qualifications

3-5 years related work experience in financial industry, college degree preferred but not required. Must be well organized, possess excellent telephone, computer and written and oral communication skills. Experience with troubleshooting digital issues desired. Must be able to work the 11:30am to 8:00pm shift.

Benefits

• Medical Insurance
• Dental
• Vision
• Life insurance
• Accidental death and dismemberment
• Short-term and long term Disability Insurance
• Parental Leave
• Employee Assistance Program (EAP)
• Traditional and Roth 401(k) with company match
• Flexible Spending Account (FSA)
• Employee Stock Purchase Plan at 5% discount
• Critical Illness Insurance
• Accident Insurance
• Transportation and Commuting Benefits
• Banking Benefits
• Pet Insurance

Compensation

The estimated salary range for this role is $36,000 - $47,000, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills, and experience.

Equal Opportunity Employer

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, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories. Wintrust provides community and commercial banking, specialty finance and wealth management services, delivering the sophisticated solutions of a large bank through a relationship-focused approach built from our community banking roots. Wintrust may collect personal information from you in connection with the application process. Wintrust complies with the California Consumer Privacy Act of 2018, and its policy may be found here Click here for Equal Opportunities. To build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success.