Job Title: Call Center Agent                                                                      

Department: Call Center

Job Status: Full Time                                                                                  

FLSA Status: Non-Exempt

Grade: 9                                                         

Amount of Travel: No Travel                      

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

SCHEDULE

• Sunday OFF
• Monday 11:00a - 7:15p
• Tuesday 11:00a - 7:15p
• Wednesday 11:00a - 7:15p
• Thursday 11:00a - 7:15p
• Friday 11:15a - 7:15p
• Saturday OFF

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.
• 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, 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.
• 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.
• Report 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 of complex debit card orders to ensure timely maintenance and creation.
• 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.

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

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: 1000889