Call Center Agent (FT)

Call Center Agent (FT)

WESTFIELD, MA

$25.92 ‒ $38.88 Hourly

Job Title:

Call Center Agent Department:

Call Center

Job Status:

Full Time FLSA Status:

Non-Exempt

Grade:

9

Amount of Travel:

No Travel s

To:

Call Center Manager Positions Supervised:

N/A Office location: This role will be fully onsite, in office

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 rmendations. Provide prompt and professional service to new and existing customers. Maintain and enhance customer relationships.

SCHEDULE

Sunday OFF Monday 8:00a

• 4:30p Tuesday OFF Wednesday 10:45a
• 7:15p Thursday 8:30a
• 5:00p Friday 8:30
• 5:00p Saturday 8:15a
• 3:15p

ESSENTIAL FUNCTIONS

Deliver an exemplary level of quality customer service in a positive weing 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. Act as designated weekend backup for the Security Department, overseeing verification and approval of online banking enrollment requests. Perform card agreement maintenance to include temporary limit increases, place travel notes, closepromised 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. 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. issues related to online banking and mobile app outages by opening a ticket with the service provider and notifying the Operations Management group. Serve as after-hours/weekend support for Electronic Services, overseeing maintenance ofplex debit card orders to ensure timely maintenance and creation. Maintain working kledge 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 ad to all bank and regulatory policies and procedures specific to position to minimize Bank losses and assure customer privacy. Mustplete BSA, AML, and other Regulatory and Continued Education and Call Center Customer Service Training as assigned. Performs additional responsibilities as requested.

POSITION QUALIFICATIONS

Competencies Analytical Skills Communication Customer Relations Decision-Making/Judgment Job Kledge 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, remainposed under pressure and in stressful situations. Strong decision and resolution making skills. Identify opportunities to cross-sell or refer bank products and services. Basicputer skills and the ability to use multiple banking systems/software simultaneously.

PHYSICAL DEMANDS

Physical Demands Lift/Carry Stand Occasionally 10 lbs or less Not Applicable Walk Occasionally 11

• 20 lbs Not Applicable Sit Constantly 21
• 50 lbs Not Applicable Handling/Fingering Frequently 51
• 100 lbs Not Applicable Reach Outward Not Applicable Over 100 lbs Not Applicable Reach Above Shoulder Not Applicable Push/Pull Climb Not Applicable 12 lbs or less Not Applicable Crawl Not Applicable 13
• 25 lbs Not Applicable Squat or Kneel Not Applicable 26
• 40lbs Not Applicable Bend Not Applicable 41
• 100 lbs 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.

JOB CODE

1000887