What are the responsibilities and job description for the Call Center Assistant Manager position at Westfield Bank?
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 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 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 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
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 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 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
Salary : $39