Call Center Agent

Westfield Bank • Westfield, MA • 6h ago

Call Center Agent Westfield, MA \$25.92 - \$38.88 Hourly Position: Call
Center Agent Department: Call Center Job Status: Full-Time FLSA Status:
Non-Exempt Grade: 9 Reports to: Call Center Manager Amount of Travel
Required: No Travel Positions Supervised: N/A SCHEDULE Sunday OFF Monday
8:00a - 4:30p Tuesday 10:45a - 7:15p Wednesday OFF Thursday 8:30a -
5:00p Friday 8:30a - 5:00p Saturday 8:15a - 3:15p POSITION SUMMARY
Perform 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. ESSENTIAL FUNCTIONS Deliver an exemplary
level of quality customer service in a positive welcoming manner and
represents the voice of Westfield Bank via telephone/email by
meeting/exceeding established customer service standards. Properly
identify callers using the established telephone Customer Identification
Procedures to include out-of-band questions. Assist callers with account
inquiries, product inquiries, problem resolution and respond to general
banking questions. Respond to all email correspondence by internet,
email and/or forward to appropriate Westfield Bank employee. Perform
online banking maintenance to include password resets, lock/unlock user
profile, adding and removing accounts, creating profiles for non-US
citizens, and placing Bill Pay stop payments as well as password resets
and unlocks for Network and Core processing system users. Provide
support for all Online Banking Services including, but not limited to,
Bill Payment, Zelle, and e-Statements Review and analyze red flags to
detect suspected fraud and unauthorized account access. Execute fraud
response procedures, including account lockdown and additional
safeguards, while providing clear direction to customers on recovery and
prevention measures. Notify appropriate internal departments of fraud
activity to initiate additional review and corrective action. Perform
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. Report issues related to online banking
and mobile app outages by opening a ticket with the service provider and
notifying the Operations Management group. Maintain working knowledge of
all Bank products and services, deposit/consumer loan rates including
the Banks fee schedule, in part, by participating 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. Must complete BSA, AML, and other Regulatory and Continued
Education and Call Center Customer Service Training as assigned.
Performs additional responsibilities as requested. Act as designated
weekend backup for the Security Department, overseeing verification and
approval of online banking enrollment requests. Perform account and
person maintenance in the core operating system including, but not
limited to, check/ACH stop payments, fee rebates, check orders, and
other maintenance requests. Serve as after-hours/weekend support for
Electronic Services, overseeing maintenance of complex debit card orders
to ensure timely maintenance and creation. POSITION QUALIFICATIONS
Competencies Analytical Skills Communication Customer Relations
Decision-Making/Judgment Job Knowledge Education/Experience/Skills &
Abilities High School Diploma or G.E.D. required. At least two years of
banking experience required. Exceptional interpersonal and customer
service skills (verb

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