Job Description

Position: Call Center Customer Service Representative

Department: Operations

Job Status: Full-Time

FLSA Status: Non-Exempt

Grade:  7

Reports to:  Call Center Manager

Amount of Travel Required: No Travel Required

Positions Supervised: N/A

POSITION SUMMARY

Perform a wide variety of customer service duties and inquires 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

• Meet or exceed established customer service standards.
• Ensure an exemplary level of quality customer service in a positive welcoming manner and represent the Voice of Westfield Bank via telephone/email.
• Properly identify callers using the established telephone Customer Identification Procedures to include out of band questions.
• Maintain and utilize professional verbal and written communication skills.
• Assist callers, as their primary contact, with account inquiries, product inquiries, problem resolution and respond to general banking questions.
• Respond 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.
• Authorized to rebate service fees associated with deposit accounts.
• Assist customers with placing check orders.

• Process online banking applications submitted by the branches for non US citizens.
• Provide support for all Online Banking Services including, but not limited to, Bill Payment, Zelle, and e-Statements.
• Perform online banking maintenance to include password resets, lock/unlock user profile, adding and removing accounts, and placing Bill Pay stop payments.
• Report issues related to online banking and mobile app outages by opening a ticket with the service provider and notifying the Operations Management group.
• 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.
• Place service calls for ATMs, as needed.
• Place stop payments on check and ACH items.
• Perform password resets and unlocks for Network and Core processing system users.
• Maintain working knowledge of all Bank products and services, deposit/consumer loan rates including the Banks fee schedule.
• Participate in department meetings, training and coaching sessions.
• Meet 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.

POSITION QUALIFICATIONS

Competencies

• Customer Relations 20%
• Job Knowledge 20%
• Accountability 15%
• Communication 15%
• Teamwork 15%
• Problem Solving 15%
  

  EDUCATION/EXPERIENCE/SKILLS

• High School Diploma or G.E.D. required.
• At least one year of banking experience required.
• Exceptional customer service skills (verbal and written).
• Interpersonal skills and telephone etiquette.
• Strong decision and resolution making skills.
• Ability to cross sell products.
• Knowledge and use of computers required.

PHYSICAL DEMANDS

Physical Demands

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)

Lift/Carry

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)

Push/Pull

12 lbs or less: N (Not Applicable)

13-25 lbs: N (Not Applicable)

26-40 lbs: N (Not Applicable)

41-100 lbs: N (Not Applicable)

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0-2.5+ hrs/day)

F (Frequently) Occupation requires this activity from 33%-66% of the time (2.5-5.5+ hrs/day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements

None

Westfield Bank has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

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