What are the responsibilities and job description for the Customer Support Center Representative position at WaterStone Bank?
Job Summary for Customer Support Center Representative:
This position is responsible for creating and maintaining positive ongoing customer relationships by providing superior customer service, personalized interactions, and proactively seeking out sales opportunities to promote and sell all bank products and services when beneficial and appropriate.
Duties and responsibilities for Customer Support Center Representative:
- Conveys an impression of service reflecting favorably of individual, team, and bank standards, and shows a sincere interest in meeting and exceeding caller’s needs.
- Demonstrates proper telephone etiquette; uses call center technology to effectively route calls.
- Assists and educates internal and external callers with questions relating to product knowledge, account related inquiries, consumer electronic banking services, and troubleshooting.
- Serves as a resource for internal and external callers on system related issues or questions relating to functionality of products and services.
- Verifies contact information for customers and updates as necessary; performs account inquiries and maintenance related to the nature of each call.
- Effectively uses on-line resources to ensure accuracy and communicates information in a way each caller can understand.
- Effectively uses the core processing system and other applicable tools to research and troubleshoot caller inquiries.
- Has a strong knowledge of product lines with ability to discuss benefits in line with caller’s individual needs.
- Proactively recognizes and creates opportunities to actively promote and sell bank products and services.
- Maintains working knowledge of core processing system and other applicable tools, as well as bank policies, procedures, and regulatory requirements applicable to the Customer Support Center.
- Keeps abreast of industry trends, standards, and other external factors that may affect the department and bank.
- Performs various file maintenance projects, outbound calling campaigns, and other duties when assigned.
Qualifications for Customer Support Center Representative:
Experience
- Required: 1-2 years experience in call center and/or branch banking environment
- Required: 1-2 years in a sales and goals-based environment
- Preferred: 2-4 years experience in call center environment
- Preferred: 2-4 years in a sales and goals-based environment
- Required: Ability to use and comprehend Microsoft Word, Excel and Outlook.
Education
- High School diploma or general education degree (GED).
Working conditions
A fast paced professional office setting.
Individuals must be flexible in work schedule and have the ability to adjust their daily schedule as dictated by call volumes and staffing to avoid call overflows.
Benefits for Full-Time Position:
- Outstanding Medical, Dental, and Vision Insurance
- 401(k) matching
- Employee Stock Ownership Plan
- Paid Time off
- Paid Holidays
- Flexible Spending Account
- And so much more!
Waterstone Bank is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
