Customer Service Rep (PT) Call Center

Westfield Bank • Westfield, MA • 2h ago

Customer Service Representative (PT) Call Center 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 Spanish Speaker Preferred 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 compute

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