Customer Service Representative; Call Center

Customer Service Representative (FT) Call Center

Join to apply for the Customer Service Representative (FT) Call Center role at Westfield Bank

$20.00/hr - $29.00/hr

• Position:
  Call Center Customer Service Representative
• Department:
  Call Center
• Job Status:
  Full time
• FLSA Status:
  Non-Exempt
• Grade: 7
• Reports to:
  
  Call Center Manager
• Travel Required:
  
  No Travel Required
• Positions Supervised: N/A

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. Provides prompt and professional service to new and existing customers while maintaining and enhancing customer relationships.

• Ensures an exemplary level of quality customer service in a positive welcoming manner and represents the voice of Westfield Bank via telephone/email.
• Properly identifies 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 responds to general banking questions.
• Responds to all email correspondence to customer service by internet email and/or forwards to the 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 exceeds all referral goals.
• Must adhere to all bank and regulatory policies and procedures specific to the 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.
• Assumes additional responsibilities as requested.

• Accountability
• Communication
• Customer Relations
• Job Knowledge
• Problem Solving
• Teamwork & Cooperation

• 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.

• Stand: O (Occasionally)
• Walk: O (Occasionally)
• Sit: C (Constantly)
• Handling / Fingering: F (Frequently)
• Reach Outward: N (Not Applicable)
• Reach Above Shoulder: N (Not Applicable)
• Climb: N (Not Applicable)
• Crawl: N (Not Applicable)
• Squat or Kneel: N (Not Applicable)
• Bend: N (Not Applicable)
• 10 lbs or less: N (Not Applicable)
• 11-20 lbs: N (Not Applicable)
• 21-50 lbs: N (Not Applicable)
• 51-100 lbs: N (Not Applicable)
• Over 100 lbs: N (Not Applicable)
• 12 lbs or less: N (Not Applicable)
• 13-25 lbs: N (Not Applicable)
• 26-40 lbs: N (Not Applicable)
• 41-100 lbs: N (Not…