Call Center Agent

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 (verbal and written)
• Ability to adjust quickly to different work situations, remain composed under pressure and in stressful situations.
• Strong decision and resolution making skills.
• Identify opportunities to cross-sell or refer bank products and services. Basic computer skills and the ability to use multiple banking systems/software simultaneously.

PHYSICAL DEMANDS

Physica…