Call Center Assistant Manager

Job Title

Call Center Agent (FT) – Westfield, MA – $25.92 – $38.88 hourly.

Department:
Call Center
Job Status:
Full Time, Non‑Exempt, FLSA
Grade: 9
Amount of Travel:
No

Reports To:

Call Center Manager
Positions Supervised: N/A
Office location:
This role will be fully onsite, in office.

Sunday: OFF
Monday: 8:00 AM – 4:30 PM
Tuesday: OFF
Wednesday: 10:45 AM – 7:15 PM
Thursday: 8:30 AM – 5:00 PM
Friday: 8:30 AM – 5:00 PM
Saturday: 8:15 AM – 3:15 PM

• Deliver an exemplary level of quality customer service in a positive, welcoming manner and represent the voice of Westfield Bank via telephone/email, meeting or exceeding established customer service standards.
• Properly identify callers using the established telephone Customer Identification Procedures, including 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 forwarding to appropriate Westfield Bank employees.
• Perform online banking maintenance, including password resets, lock/unlock user profiles, adding/removing accounts, creating profiles for non‑US citizens, and placing Bill Pay stop payments.
• 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, and guide customers on recovery and prevention measures.
• Notify appropriate internal departments of fraud activity to initiate additional review and corrective action.
• Act as the designated weekend backup for the Security Department, overseeing verification and approval of online banking enrollment requests.
• Perform card agreement maintenance, including temporary limit increases, travel notes, closing compromised or lost cards, reordering cards, adding/removing accounts, originating ATM/Debit Card Error Resolution dispute forms, activating cards, establishing or resetting card PIN, and updating fraud cases on behalf of customers.
• Perform account and person maintenance in the core operating system, including check/ACH stop payments, fee rebates, check orders, and other maintenance requests.
• Report issues related to online banking and mobile app outages by opening a ticket with the service provider and notifying the Operations Management group.
• Serve as after‑hours/weekend support for Electronic Services, overseeing maintenance of complex debit card orders to ensure timely maintenance and creation.
• Maintain working knowledge of all Bank products and services, deposit/consumer loan rates, and the Bank's fee schedule.
• Meet or exceed all referral goals; adhere to all bank and regulatory policies and procedures specific to the position to minimize bank losses and assure customer privacy.
• Complete BSA, AML, and other Regulatory and Continued Education requirements.

Must complete BSA, AML, and other Regulatory and Continued Education requirements; demonstrate strong customer service skills, familiarity with online banking and security procedures, and ability to work independently in a dynamic environment.

Equal Employment Opportunity Statement:
Westfield Bank is an Equal Opportunity Employer.