Customer Service Representative (FT)

Westfield Bank • Westfield, MA

101d • $20 - $29

About The Position

The Customer Service Representative performs a wide variety of customer service duties and inquiries via telephone, assisting customers with account information, problem resolution, research, and product/service recommendations. The role requires providing prompt and professional service to both new and existing customers while maintaining and enhancing customer relationships. The representative ensures an exemplary level of quality customer service and represents the voice of Westfield Bank via telephone and email.

Requirements

• High School Diploma or G.E.D. required.
• At least one year of banking experience.
• Exceptional interpersonal and customer service skills (verbal and written).
• Strong decision and resolution-making skills.
• Ability to cross-sell products and maintain telephone etiquette.
• Knowledge and use of computers.

Responsibilities

• Ensure an exemplary level of quality customer service in a positive welcoming manner.
• Properly identify callers using established telephone Customer Identification Procedures.
• Maintain and utilize professional verbal and written communication skills.
• Assist callers with account inquiries, product inquiries, problem resolution, and respond to general banking questions.
• Respond to all email correspondence to customer service and forward to appropriate Westfield Bank employee.
• Perform account and person maintenance in the core operating system.
• Authorize rebate service fees associated with deposit accounts.
• Assist customers with placing check orders.
• Process online banking applications submitted by branches for non-US citizens.
• Provide support for all Online Banking Services including Bill Payment, Zelle, and e-Statements.
• Perform online banking maintenance including password resets and user profile management.
• Address issues related to online banking and mobile app outages by opening tickets with service providers.
• Perform card agreement maintenance including temporary limit increases and card activations.
• Place service calls for ATMs as needed.
• Place stop payments on check and ACH items.
• Maintain knowledge of all Bank products and services, deposit/consumer loan rates, and the Bank's fee schedule.
• Participate in department meetings, training, and coaching sessions.
• Meet or exceed all referral goals.
• Adhere to all bank and regulatory policies and procedures specific to the position.
• Complete BSA, AML, and other Regulatory and Continuing Education as assigned.
• Assume additional responsibilities as requested.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED