Call Center Agent

Call Center Agent

Westfield, MA

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…","html_description":"

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.

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We are an Equal Opportunity Employer. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to: race, color, religion, sex, national origin, age, physical or mental disability, genetic information, veteran status or uniformed service member status.

I certify that the facts set forth in this employment application and attached application materials including but not limited to my resume, are complete, true and accurate to the best of my knowledge. I understand that any falsification, misrepresentation, or omission of any information may result in disqualification from consideration for this position or if hired, disciplinary action up to and including discharge.

I understand that as part of the hiring process and where permitted by federal, state, and; or local law the company may wish to obtain "consumer reports" as part of a background investigation. If applicable and permitted by law, I understand the company will provide me with separate written notification of this intent and I agree to complete any requisite authorization forms.

THIS COMPANY IS AN AT-WILL EMPLOYER AS ALLOWED BY APPLICABLE STATE LAW. IF HIRED, I UNDERSTAND THIS MEANS THAT EITHER THE COMPANY OR I MAY TERMINATE THE EMPLOYMENT RELATIONSHIP AT ANY TIME, FOR ANY REASON, WITH OR WITHOUT NOTICE OR CAUSE. FURTHER, NO EMPLOYEE OR REPRESENTATIVE OF THE COMPANY IS AUTHORIZED TO ENTER INTO AN AGREEMENT, EXPRESS OR IMPLIED, WITH ME OR ANY OTHER APPLICANT FOR EMPLOYMENT FOR A SPECIFIED PERIOD OF TIME UNLESS SUCH AN AGREEMENT IS IN A WRITTEN CONTRACT SIGNED BY THE PRESIDENT OF THE COMPANY.

I authorize the company to confirm all statements in this application and; or on my resume as it relates to the position and to the extent permitted by applicable law. I hereby release the company and its authorized representatives to verify all information provided by me. I authorize any party contacted by this employer including persons, schools, organization or former employers to disclose such information from any liability, claims, charges or causes of action which may result of the delivery or disclosure of requested information.

I have read all of the information contained in this candidate profile.

","captcha_enabled?":false,"remote":false,"max_salary":{"amount":"38.88","currency":"USD"},"min_salary":{"amount":"25.92","currency":"USD"},"pay_frequency":"hourly","show_remote_in_location":true,"hidden?":false,"questions":[{"table":{"id":9308260,"option_type":"yes-no","question":"Are you legally authorized to work in the United States without sponsorship?","required?":true,"flags":null,"options":["Yes","No"]}},{"table":{"id":9308261,"option_type":"yes-no","question":"Are you at least 18 years of age or older?","required?":true,"flags":null,"options":["Yes","No"]}},{"table":{"id":9308262,"option_type":"yes-no","question":"As a condition of employment, are you willing to submit to a background check and credit check? Please note, a history of collections charge offs or bankruptcy may hinder the ability to move forward with your application. ","required?":true,"flags":null,"options":["Yes","No"]}},{"table":{"id":9308263,"option_type":"multiple-choice","question":"If offered employment with our company, how much notice do you need to provide your current employer?","required?":true,"flags":null,"options":["Available Immediately","1 week","2 weeks","More than 2 weeks"]}},{"table":{"id":9308264,"option_type":"multiple-choice","question":"Select the answer that describes the best time that we can reach you?","required?":true,"flags":null,"options":["Mornings before noon","Afternoons between 12-5pm","Weekends","Anytime"]}},{"table":{"id":9308265,"option_type":"yes-no","question":"Have you applied for a position previously with Westfield Bank?","required?":true,"flags":null,"options":["Yes","No"]}},{"table":{"id":9308266,"option_type":"essay","question":"If you were referred by a current WB Employee, what is the name of the person who referred you?","required?":false,"flags":null,"options":[]}},{"table":{"id":9308267,"option_type":"essay","question":"Do you require any time off within the first 6 months of hire?","required?":true,"flags":null,"options":[]}}]}},"labelTranslations":{"back_to_jobs":"Back to Jobs","apply_for_this_position":"Apply for this Position","back_to_wl_jobs":"All Jobs at Checkwriters Recruit"},"lang":"en","recaptchaSiteKey":"6Le5hLsSAAAAAE43yKMBj3XR8Ox2GNeDD4VYZx_5","showGDPRDisclosure":true,"showNotify":true,"showReferral":true,"source":null,"widgetMode":null,"showBackButtons":true}">

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.

JOB CODE: 1000933

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…","html_description":"

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.

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We are an Equal Opportunity Employer. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to: race, color, religion, sex, national origin, age, physical or mental disability, genetic information, veteran status or uniformed service member status.

I certify that the facts set forth in this employment application and attached application materials including but not limited to my resume, are complete, true and accurate to the best of my knowledge. I understand that any falsification, misrepresentation, or omission of any information may result in disqualification from consideration for this position or if hired, disciplinary action up to and including discharge.

I understand that as part of the hiring process and where permitted by federal, state, and; or local law the company may wish to obtain "consumer reports" as part of a background investigation. If applicable and permitted by law, I understand the company will provide me with separate written notification of this intent and I agree to complete any requisite authorization forms.

THIS COMPANY IS AN AT-WILL EMPLOYER AS ALLOWED BY APPLICABLE STATE LAW. IF HIRED, I UNDERSTAND THIS MEANS THAT EITHER THE COMPANY OR I MAY TERMINATE THE EMPLOYMENT RELATIONSHIP AT ANY TIME, FOR ANY REASON, WITH OR WITHOUT NOTICE OR CAUSE. FURTHER, NO EMPLOYEE OR REPRESENTATIVE OF THE COMPANY IS AUTHORIZED TO ENTER INTO AN AGREEMENT, EXPRESS OR IMPLIED, WITH ME OR ANY OTHER APPLICANT FOR EMPLOYMENT FOR A SPECIFIED PERIOD OF TIME UNLESS SUCH AN AGREEMENT IS IN A WRITTEN CONTRACT SIGNED BY THE PRESIDENT OF THE COMPANY.

I authorize the company to confirm all statements in this application and; or on my resume as it relates to the position and to the extent permitted by applicable law. I hereby release the company and its authorized representatives to verify all information provided by me. I authorize any party contacted by this employer including persons, schools, organization or former employers to disclose such information from any liability, claims, charges or causes of action which may result of the delivery or disclosure of requested information.

I have read all of the information contained in this candidate profile.

","captcha_enabled?":false,"remote":false,"max_salary":{"amount":"38.88","currency":"USD"},"min_salary":{"amount":"25.92","currency":"USD"},"pay_frequency":"hourly","show_remote_in_location":true,"hidden?":false,"questions":[{"table":{"id":9308260,"option_type":"yes-no","question":"Are you legally authorized to work in the United States without sponsorship?","required?":true,"flags":null,"options":["Yes","No"]}},{"table":{"id":9308261,"option_type":"yes-no","question":"Are you at least 18 years of age or older?","required?":true,"flags":null,"options":["Yes","No"]}},{"table":{"id":9308262,"option_type":"yes-no","question":"As a condition of employment, are you willing to submit to a background check and credit check? Please note, a history of collections charge offs or bankruptcy may hinder the ability to move forward with your application. ","required?":true,"flags":null,"options":["Yes","No"]}},{"table":{"id":9308263,"option_type":"multiple-choice","question":"If offered employment with our company, how much notice do you need to provide your current employer?","required?":true,"flags":null,"options":["Available Immediately","1 week","2 weeks","More than 2 weeks"]}},{"table":{"id":9308264,"option_type":"multiple-choice","question":"Select the answer that describes the best time that we can reach you?","required?":true,"flags":null,"options":["Mornings before noon","Afternoons between 12-5pm","Weekends","Anytime"]}},{"table":{"id":9308265,"option_type":"yes-no","question":"Have you applied for a position previously with Westfield Bank?","required?":true,"flags":null,"options":["Yes","No"]}},{"table":{"id":9308266,"option_type":"essay","question":"If you were referred by a current WB Employee, what is the name of the person who referred you?","required?":false,"flags":null,"options":[]}},{"table":{"id":9308267,"option_type":"essay","question":"Do you require any time off within the first 6 months of hire?","required?":true,"flags":null,"options":[]}}]}},"labelTranslations":{"back_to_jobs":"Back to Jobs","apply_for_this_position":"Apply for this Position","back_to_wl_jobs":"All Jobs at Checkwriters Recruit"},"lang":"en","recaptchaSiteKey":"6Le5hLsSAAAAAE43yKMBj3XR8Ox2GNeDD4VYZx_5","showGDPRDisclosure":true,"showNotify":true,"showReferral":true,"source":null,"widgetMode":null,"showBackButtons":false}">