Webster Bank has multiple Associate Customer Care Center Representative opportunities in the Wallingford Customer Care Center.
Now is a great time to join a growing organization!
The Associate Customer Care Center Representative's responsibilities include:
Answering and responding to incoming customer calls according to customer service standards and guidelines while providing exceptional customer service by:
Maintaining quality by observing customer service standards and guidelines
Giving complete and accurate information in a timely manner
Utilizing resources to facilitate problem resolution
Identifying cross sell opportunities
Meeting and/or exceeding individual sales/service goals
Respond to customer questions in a courteous and professional manner at all times
Consumer and Small Business calls only
Sales and Service
Answer and respond to Consumer and Small Business calls in a timely manner.
Model behavior consistent with the Customer Care Center’s customer service standards and guidelines.
Utilize internal resources to respond to customer inquiries accurately and in a timely manner.
Promote alternative delivery of services and other marketing initiatives as required.
Utilize internal business partners to strengthen existing customer relationships and target new prospects.
Take ownership of the customer experience by timely follow up and appropriate escalation of customer issues and/or concerns.
Act as an advocate for the customer by submitting feedback through appropriate channels.
Actively retain customers: inquire about large withdrawals and customer dissatisfaction.
Consistently meet/exceed all sales goals and customer service standards.
Proactively profile customer needs and match our products’ features & benefits to those needs.
Operations and Compliance
Process customer requests and respond to product and service inquiries in a responsible, timely and accurate manner.
Maintain Compliance standards by ensuring timely completion of Suspicious Transaction Memos (STM) and required monthly training.
Adhere to Authentication policies and procedures for every customer call.
Comply with Federal and State regulations as well as Webster Bank policies and procedures.
Work with supervisor to establish individual development goals
Meet/exceed individual development goals and objectives.
Demonstrate ability to support teamwork and a positive working environment.
Participate in team-training sessions consistent with the Customer Care Center’s Customer Service standards and guidelines.
Ensure fee waivers and rebates are granted within bank guidelines.
Ensure the prevention of fraudulent activities through adherence to bank policies and procedures.
High School / GED required.
Bilingual Spanish and English is a plus
2-4 years of general work experience (i.e. office work, working with customers, work study jobs, etc.)
Customer Service, Call Center and/or Banking experience strongly preferred
Job Skills / Knowledge Demonstrated:
Strong customer service skills
Utilize communication and problem solving skills to effectively communicate and service customers using the telephone.
Working knowledge of computer and processing skills (email, internet, intranet, etc.)
Ability to learn all software systems that support Customer Care Center requests, inquires and transactions.
Excellent verbal and written communication skills
Ability to effectively multi-task
Excellent organizational skills with attention to detail
Ability to work with a diverse work force and customer base.
Strong commitment to achieving personal growth and success. Ability to understand Webster and Retail Banking mission, goals, and strategies and roles of key business partners.
Typical Office Environment / Work Conditions
Ability to work any shift between 7:00 a.m. and 10:00 p.m., Sunday through Saturday.
Must remain at workstation for long periods of time.
Heavy keyboard/mouse usage required (repetitive movements).
Webster Bank - 9 months ago
Webster Financial Corporation is the holding company for Webster Bank, N.A. With $20 billion in assets, Webster provides business and...