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Westfield Bank · 6 hours ago

Customer Service Representative (FT) Call Center

Westfield, MA

Full-time

Onsite

Entry Level

$20/hr - $29/hr

1+ years exp

Westfield Bank is seeking a Call Center Customer Service Representative to perform a wide variety of customer service duties via telephone. The role involves assisting customers with account inquiries, problem resolution, and maintaining customer relationships while ensuring high-quality service standards.

BankingFinanceFinancial ServicesInsuranceRetailWealth Management

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 identify 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 respond to general banking questions

Responds to all email correspondence to customer service by internet email and/or forward 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 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 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

Meets or exceeds established customer service standards

Must complete BSA, AML, and other Regulatory and Continuing Education as assigned

Must adhere to all bank and regulatory policies and procedures specific to position

Assumes additional responsibilities as requested

Qualification

Customer service skillsRetail banking experienceVerbal communicationWritten communicationAccountabilityCross sellingComputer knowledgeProblem solvingTeamworkInterpersonal skillsDecision making