Customer Service Representative II/Wires

Purpose: Answer phone calls from West Bank Customers and staff members to assist them with any questions or issues that they have on their accounts. Develop strong relationships with customers ultimately having a positive impact on customer retention. Send and receive international and domestic wires.

Essential Duties & Responsibilities

Customer Service: As one of the Bank’s primary contacts with its customers, consistently provide a professional service experience for each inbound or outbound customer call. Greet the customer in a polite and courteous manner. Strive to meet and exceed their expectations. Assist customers with balances, online banking issues, telephone transfers, debit card issues, disputed items or any other inquiry. (20%)

Effectively and Efficiently Process Customer Transactions and Requests: Process customer transactions accurately and timely, while closely following bank processes and procedures. Process all Banker prepared forms arriving in the Business Process Management (BPM) mailbox for address changes, change of account type, closed account, debit card change form and overdraft protection (sweep) on a timely basis. Log travel notifications for debit card customers in a timely manner. Process all supersede requests provided by Bankers. Process service charge refunds as requested by Bankers and log in refund spreadsheet. (20%)

Business/Customer Development: Assist the bank in developing its customer base by identifying customer needs and referring them to the appropriate person or product. Make customers aware of availability of mobile app and/or Card Valet or any other marketing effort. (5%)

Domestic and International Wires: Consistently provide an outstanding service experience effectively managing incoming and outgoing domestic and international wires. Receive wire calls, accurately record and verify information, including PINs. Follow all established internal policies regarding size and source of wire instructions and obtain appropriate approvals. Enter domestic wires on Wire Xchange, perform call backs, review and release incoming and outgoing wires. Enter international wires in international services and release wire. Build and maintain wire templates for recurring wires. Perform end of day reporting. (30%)

Debit Card Maintenance: Perform debit card maintenance as requested, take new card order requests , cancel lost/stolen cards and log on spreadsheet. Close and delete any card attached to an account that has been closed. Log special travel for customers, remove debit card restrictions, raise debit card limits, research debit card denied transactions. (5%)

Provide Back-Up for Other Customer Service Team Members: Assist other team members with their duties as work load and absences require. Provide training to other team members on the accurate performance of your duties. (15%)

Build Strong Communities: Participate in community events, including spending at least 4 hours annually staffing an event (art festivals, community celebrations, etc.), representing West Bank at a luncheon or reception as requested, or participating in a community festival (parade, etc.) or bank-sponsored outreach event. (5%)

Qualifications (Include Education and Experience): Associates Degree preferred; previous retail or operational bank experience and/or Customer Service/Call Center experience and solid work history required. Strong computer skills. Outstanding communication skills and a passion for providing exceptional customer service.