WFFCU is currently seeking a Call Center Representative located at our Worcester Operations Center. If interested, please go to our website at www.websterfirst.com and fill out an application. We are an EOE/M/F/Vet/Disabled employer.

Summary:

The Call Center is made up of an employee friendly team focused on helping members with their day to day banking needs and serves as the main point of contact for most members of Webster First. Members of the Call Center team work together to meet department goals and earn incentives while doing so.

Call Center Representatives are an important part of the team. The main responsibilities are answering phone calls, emails, and online requests for members.

Primary Duties and Responsibilities:

• Provide phone, email, and occasional webchat support for Webster First members in need of:
  • Account maintenance such as; address changes, stop payments, check orders, fee reversals, etc.
  • Basic debit card service including; PIN resets, limit increases
  • Deposit account balances, transactions, and history
  • Online banking logins, password resets, account openings, Cash Edge, eStatements, and inquiries
  • Loan inquiries and referrals
• Participate in an incentive based goals program focused on:
  • Membership onboarding and survey calls
  • Referrals for credit union products and services
• Work with other departments and branches throughout Webster First
• Occasionally assist with support at the front desk of the Operations Center
• Pull weekly reports for address changes and closed accounts
• Open Rate Genius Accounts as needed
• Promote overall BSA Compliance by adhering to all BSA and OFAC Regulations specific to job function and by assisting BSA Department as necessary with any departmental function specific items.
• Will actively promote the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at least annually for Information Security topics, BSA, and GLBA; annual BSA training will be position specific. Annual training will also include courses on any of the following regulations as they relate to the position described herein: SAFE ACT, Regulations B, C, D, E CC, DD, and Z as well as any training deemed necessary to promote adherence to applicable regulatory requirements.

Supervisory Responsibilities:

There are no supervisory responsibilities for this position.

Qualifications/Requirements:

• Ability to read, analyze, and interpret written and oral instruction.
• Ability to present information and respond to questions from members of management and credit union members.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to define problems, collect data, and draw valid conclusions.
• Ability to demonstrate phone etiquette and customer service skills
• Basic understanding of Microsoft Office software

Education/Training Experience:

• High School diploma or General Equivalency Diploma (GED)
• Customer service, banking, or call center experience recommended

Physical Demands:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand. The employee is occasionally required to sit and walk. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Ability to listen and talk on the phone for several hours per day.

Work Environment:

Work environment is a steady-paced, team oriented, open-minded, goal driven office setting where learning, critical thinking, personal accountability, and constructive feedback are routine. Social interaction is required via phone, meetings, and email. Noise and sound levels are that of a typical call center environment.

Rev 8/2021