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 9 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:
Deliver best in class service through a team of customer contact center reps via multi-channel delivery systems. Oversee team activities and troubleshoot escalated issues to resolution. Establish and monitor service level metrics for performance analysis; motivate employees to exceed established goals. Oversee hiring, training, scheduling and performance issues for team.
What you’ll do:
Lead, Manage & actively participate in all inquiries directed to department from both internal & external customers, assuring best in class service is provided.
Assure team is up to date on all policy, procedure and system changes.
Troubleshoot issues independently; escalating ones which require higher level intervention to resolve.
Primary responsibility for this position is taking incoming calls for internal and external clients.
Oversee and participate in the support & training of contact center representatives on new and existing products, services and systems.
Track progress towards individual and team goals. Monitor attendance and performance.
Oversee and actively participate in ongoing relationship building product growth opportunities to align customer needs with bank product & services. Identify ways to increase revenue and decrease operational cost.
Qualifications:
Bachelor’s degree or equivalent
5-7 years of retail banking, management, contact center experience preferred
Advanced Computer Skills
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 $50,000 - 65,000, 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.
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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 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. 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.