Overview
Customer Service Representative (PT) Call Center in Westfield, MA. Hourly range: $20.00 – $29.86. Department: Call Center. Job Status: Part Time. FLSA: Non-Exempt. Grade: 7. Reports to: Call Center Manager. Travel: No Travel Required. Positions Supervised: N/A. Summary: 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. Maintains and enhances customer relationships. Must be available to work the following schedule: Monday 11:30a – 7:15p, Wednesday 11:45a – 7:15p, Saturday 9:00a – 3:15p. Spanish Speaker Preferred.
Essential Functions / Responsibilities
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, including 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 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 including password resets, lock/unlock user profiles, 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-related maintenance including temporary limit increases, travel notes, closing compromised or lost cards, reordering cards, adding and removing accounts, initiating ATM/Debit Card dispute forms, activating cards, establishing or resetting card PINs, and updating 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, and deposit/consumer loan rates including the Bank’s fee schedule. Participates in department meetings, training and coaching sessions. Meets or exceeds all referral goals. Adheres to all bank and regulatory policies and procedures to minimize losses and assure customer privacy. Meets or exceeds established customer service standards. Completes BSA, AML, and other Regulatory and Continuing Education as assigned. Must adhere to all bank and regulatory policies and procedures specific to position. Additional Responsibilities As Requested.
Qualifications
Education/Experience/Skills & Abilities:
High School Diploma or GED 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 computer systems.
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Customer Service Representative (PT) Call Center in Westfield, MA. Hourly range: $20.00 – $29.86. Department: Call Center. Job Status: Part Time. FLSA: Non-Exempt. Grade: 7. Reports to: Call Center Manager. Travel: No Travel Required. Positions Supervised: N/A. Summary: 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. Maintains and enhances customer relationships. Must be available to work the following schedule: Monday 11:30a – 7:15p, Wednesday 11:45a – 7:15p, Saturday 9:00a – 3:15p. Spanish Speaker Preferred.
Essential Functions / Responsibilities
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, including 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 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 including password resets, lock/unlock user profiles, 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-related maintenance including temporary limit increases, travel notes, closing compromised or lost cards, reordering cards, adding and removing accounts, initiating ATM/Debit Card dispute forms, activating cards, establishing or resetting card PINs, and updating 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, and deposit/consumer loan rates including the Bank’s fee schedule. Participates in department meetings, training and coaching sessions. Meets or exceeds all referral goals. Adheres to all bank and regulatory policies and procedures to minimize losses and assure customer privacy. Meets or exceeds established customer service standards. Completes BSA, AML, and other Regulatory and Continuing Education as assigned. Must adhere to all bank and regulatory policies and procedures specific to position. Additional Responsibilities As Requested.
Qualifications
Education/Experience/Skills & Abilities:
High School Diploma or GED 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 computer systems.
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