Contact Center Quality Analyst (Finance)
Wintrust is a financial holding company with approximately $62 billion in assets whose common stock is traded on the NASDAQ Global Select Market. Guided by its “Different Approach, Better Results” philosophy, Wintrust offers the sophisticated resources of a large bank while providing a community banking experience to each customer. Wintrust operates more than 200 retail banking locations through 16 community bank subsidiaries in the greater Chicago, southern Wisconsin, west Michigan, northwest Indiana, and southwest Florida market areas. In addition, Wintrust operates various non-bank business units, providing residential mortgage origination, wealth management, commercial and life insurance premium financing, short-term accounts receivable financing/outsourced administrative services to the temporary staffing services industry, and qualified intermediary services for tax-deferred exchanges. Our unique business model is a competitive strength and value driver, powered by our talented colleagues who put our customers first and achieve better results for our clients.
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.
Why Join this Team:
We are seeking a critical thinker who's ready to take on new challenges in support of our stakeholders' ever-evolving business needs.
Our team is in a unique position that allows us to collaborate with multiple other departments and have exposure to executive management.
Gain experience and further your career by joining a growing organization.
Position Overview:
The Quality Analyst will call monitor and provide actionable insight. Through call monitoring, a Quality Analyst will gather information to help improve agent performance in the call center.
What you will be doing:
Review inputs like call surveys and repeat caller reporting providing feedback to representatives and managers that will assist in creating processes and procedures that will improve call handle times and customer interactions.
Analyze and understand the policies and procedures within the contact center in order to evaluate customer interactions and see opportunities as well as recognize patterns and challenges. Responsible for internal and external performance auditing.
Interact with management and Contact Center staff to create a uniform positive experience through new hire and refresher training for our customers.
Training incoming Digital Support employees in a classroom setting.
Qualifications:
1-3 years contact center/banking experience
Must be well organized, possess excellent telephone, computer and written and oral communication 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 $42,000-$55,000 along with eligibility to earn production bonuses. 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 be Chicago's 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.
