Customer Service Rep-Call Center-PT

Westfield Bank • Westfield, MA • 8h ago

Call Center CSR (PT) Westfield, MA \$20 - \$29.86 Hourly Department:
Call Center Job Status: Part Time FLSA Status: Non-Exempt Grade: 7
Reports to: Call Center Manager Amount of Travel Required: No Travel
Required Positions Supervised: N/A POSITION SUMMARY Performs a wide
variety of customer service duties and inquiries via telephone, to
assist customers with account information, problem resolution, research
and product/service recommendations. Provide prompt and professional
service to new and existing customers. Maintain and enhance customer
relationships. Must be available to work the following schedule: Monday:
11:30a - 7:15p Wednesday: 11:45a - 7:15p Saturday: 9:00a - 3:15p
ESSENTIAL FUNCTIONS Ensures an exemplary level of quality customer
service in a positive welcoming manner and represents the voice of
Westfield Bank via telephone/email. Properly identify callers using the
established telephone Customer Identification Procedures to include
out-of-band questions. Maintains and utilizes professional verbal and
written communication skills. Assists callers, as their primary contact,
with account inquiries, product inquiries, problem resolution and
respond to general banking questions. Responds to all email
correspondence to customer service by internet email and/or forward to
appropriate Westfield Bank employee. Performs account and person
maintenance in the core operating system. Authorizes rebate service fees
associated with deposit accounts. Assists customers with placing check
orders. Processes online banking applications submitted by the branches
for non-US citizens. Provides support for all Online Banking Services
including, but not limited to, Bill Payment, Zelle, and e-Statements.
Performs online banking maintenance to include password resets,
lock/unlock user profile, adding and removing accounts, and placing Bill
Pay stop payments as well as password resets and unlocks for Network and
Core processing system users. Reports issues related to online banking
and mobile app outages by opening a ticket with the service provider and
notifying the Operations Management group. Performs card agreement
maintenance to include temporary limit increases, place travel notes,
close compromised or lost cards, reorder cards, adding and removing
accounts, originating ATM/Debit Card Error Resolution dispute forms,
activate cards, establish or reset card PIN, and update fraud cases on
behalf of customers. Places service calls for ATMs, as needed. Places
stop payments on check and ACH items. Maintains working knowledge of all
Bank products and services, deposit/consumer loan rates including the
Banks fee schedule. Participates in department meetings, training and
coaching sessions. Meets or exceed all referral goals. Must adhere to
all bank and regulatory policies and procedures specific to position to
minimize Bank losses and assure customer privacy. Meets or exceeds
established customer service standards. Must complete BSA, AML, and
other Regulatory and Continuing Education as assigned. Must adhere to
all bank and regulatory policies and procedures specific to position.
Assumes additional responsibilities as requested. POSITION
QUALIFICATIONS Competencies Accountability Communication Customer
Relations Job Knowledge Problem Solving Teamwork & Cooperation
Education/Experience/Skills & Abilities High School Diploma or G.E.D.
required. At least one year of banking experience. Exceptional
interpersonal and customer service skills (verbal and written) Strong
decision and resolution making skills. Ability to cross sell products
and maintain telephone etiquette. Knowledge and use of computers.

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