Customer Service Rep-Call Center-PT

Overview

Call Center Customer Service Representative (PT) located in Westfield, MA. Hourly compensation ranges from $20.00 to $29.86. Part-time position. No travel required. Reports to Call Center Manager. FLSA status:
Non-Exempt. Grade: 7.

Monday: 11:30 a.m. – 7:15 p.m.
Wednesday: 11:45 a.m. – 7:15 p.m.
Saturday: 9:00 a.m. – 3:15 p.m.

• Provide prompt, professional service to new and existing customers via telephone and email.
• Identify callers using established telephone customer identification procedures, including out-of-band questions.
• Assist callers with account inquiries, product inquiries, problem resolution, and general banking questions.
• Perform account and person maintenance in the core operating system and authorize rebate service fees associated with deposit accounts.
• Process online banking applications submitted by the branches for non‑US citizens and provide support for all online banking services (Bill Payment, Zelle, e‑Statements).
• Perform online banking maintenance (password resets, lock/unlock user profile, account additions/removals, stop payments).
• Report online banking and mobile app outages by opening a ticket with the service provider and notifying the Operations Management group.
• Maintain card agreement (temporary limit increases, travel notes, lost card replacement, card reordering, account additions/removals, dispute resolution, activation, PIN reset). Place stop payments on check and ACH items.
• Participate in department meetings, training and coaching sessions.
• Meet or exceed all referral goals, customer service standards and regulatory requirements (BSA, AML, continuing education).

• High School Diploma or GED required.
• At least one year of banking experience.
• Exceptional interpersonal and customer service skills (verbal and written).
• Strong decision‑making and resolution skills.
• Ability to cross‑sell products and maintain telephone etiquette.
• Knowledge and use of computers.

Hourly: $20.00 – $29.86.