Customer Care Site Manager - Hales Corners

At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success.

If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.

The Customer Care Site Manager is an onsite leader who will manage, plan, organize and lead the day-to-day operations of the Hales Corners Customer Care / Contact Center site.

This is a multiple channel Customer Service division of an award-winning contact center. We operate a 1st and 2nd shift center, hours of operation Monday through Friday 7 : 00am to 9 : 00pm and Saturday 8 : 00am to 5 : 00pm.

This person will,

• Be responsible for ensuring all service levels across all channels (calls, emails, social media) and quality and responsiveness expectations for the business lines we support are met.
• Foster a strong customer advocacy focused environment by maintaining a well-trained, highly skilled staff with emphasis on quality customer service, retention of staff, and proactive service that is prepared to exceed ever changing, increasingly complex customer demands.
• Manage the interviewing & hiring process for all new colleagues of Customer Care and ongoing career progression training
• Be an independent leader with the ability to handle complex colleague issues, performance management, and personnel situations.
• Provide career development to leaders and all colleagues in the center
• Work closely with Site Managers in other locations to ensure consistency in all practices
• Provide oversight to Supervisors on high level customer complaints to ensure agreeable solutions to retain customer relationships, while limiting exposure to the company.

Review the qualifications listed below :

Education

Bachelor's Degree in Management or equivalent combination of education and experience Required

Experience

• 5-7 years in a Call Center / Contact Manager role and demonstrated ability to lead multiple teams. Required
• 7-10 years in a Financial Services Contact Center Manager role Preferred

In addition to core traditional benefits, we take pride in offering benefits for every stage of life.

• Retirement savings including both 401(k) and Pension plans.
• Paid time off to volunteer in your community.
• Opportunities to connect with others through our diversity-focused Colleague Resource Groups.
• Competitive salaries with professional development and advancement opportunities.
• Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more.
• Personal banking, loan, investment and insurance benefits.

Associated Bank serves more than 120 communities throughout Wisconsin, Illinois and Minnesota and we consider our colleagues critical to our continued success.

See why our colleagues continually vote us a best place to work in the Midwest. Join our community on Facebook, LinkedIn and X.

Compliance Statement

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential.

We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act.

Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.

Responsible to report ethical concerns as needed to Associated Bank's anonymous Ethics Hotline.

Associated Bank provides additional assistance to individuals with disabilities throughout the application & interview process.

Please contact redacted if you need an accommodation at any time during the interview process.

Associated Banc-Corp is an Affirmative Action and Equal Opportunity Employer. Associated Banc-Corp participates in the E-Verify Program.

E-Verify Notice English or Spanish. Know Your Right to Work English or Spanish.

Associated Bank is Pay Transparency compliant.