As The Bank of You, North Shore Bank is about helping families thrive, businesses grow and communities flourish. And it’s our employees that make the difference. With offices located throughout eastern Wisconsin, we offer a work culture that has been recognized as a Top Workplace seven times by the Milwaukee Journal Sentinel.

As a mutual company, North Shore Bank isn’t publicly-owned, which means when we come to work every morning, our sole focus is on providing high-touch service to our customers and employees, and supporting our local communities. Are you looking for a company that places long-term growth ahead of short-term profits? Where you can put your customers first and think creatively to solve challenges? Where respect, integrity and being true to your word are valued and rewarded? This is the place.

The Customer Assistance Representative answers customer telephone and e-mail inquiries in an accurate and timely manner and processes customer research requests through completion. Serves as a liaison between customers and branch/department personnel to ensure effective customer relations.

Serves customers, dealers, financial institutions, title companies, branches, etc. by answering questions related to such products/services as:

• Debit Card transaction review, fraud, disputes, lost stolen, and compromises
• Respond to all inquiries related to checking & savings
• Service all 24/7 channels, Bill Pay Online Banking (business & retail), Mobility
• Respond to consumer and mortgage loan servicing questions
• Consumer loan payoffs, payments, & lien releases
• Acknowledging fraud/red flags and reporting to appropriate business partners
• Interest rate information, assessed fees and fee reversal decision-making
• Reg E maintenance and inquires

Refers products, services, benefits, and features in response to questions, problem resolution, and product changes. Referrals are tracked, documented, measured, and qualified monthly.

Performs outbound call campaigns related to change and service issues.

Completes stop-payment request forms for customers and forwards requests to the checking account department.

Locates account histories, 1099's and 1098’s, teller transactions, DDA statements, and other various reports using Nautilus.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) required. Minimum 6 months experience in a retail bank position is required (such as Teller, Universal Banker, etc).  Knowledge of the Fiserv on-line system necessary to perform the essential job duties, as well as other applications needed to perform the job.  Effective verbal and written communications skills required.  Extensive Bank product knowledge is required. Availability to work flexible hours, including some Saturdays. Bilingual/Spanish a plus!