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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

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.