Customer Support Center Representative

WaterStone Bank; Oak Creek (WI); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Outstanding Medical, Dental, andVision

401(k) matching

Employee Stock Ownership Plan

Paid Time off

Paid Holidays

Flexible Spending Account

Pet Insurance

Job summary

WaterStone Bank in Oak Creek, WI seeks a Customer Support Center Representative to build strong customer relationships by delivering excellent service and promoting bank products. You will handle inquiries, assist callers with product knowledge, and help troubleshoot issues in a fast-paced environment.

The role requires 1–2 years in a call center or branch banking setting and sales-oriented experience; proficiency with Word, Excel, and Outlook is expected.

Qualifications

• 1-2 years experience in call center and/or branch banking environment.
• 1-2 years in a sales and goals-based environment.
• 2-4 years experience in call center environment (preferred).
• 2-4 years in a sales and goals-based environment (preferred).
• Ability to use and comprehend Microsoft Word, Excel and Outlook.

Responsibilities

• Conveys an impression of service reflecting favorably of individual, team, and bank standards.
• Demonstrates proper telephone etiquette; uses call center technology to route calls.
• Assists and educates internal and external callers with questions relating to product knowledge, account inquiries, and troubleshooting.
• Serves as a resource for internal and external callers on system related issues or questions regarding products and services.
• Verifies contact information for customers and updates as necessary; performs account inquiries and maintenance.
• Effectively uses online resources to ensure accuracy and communicates information clearly.
• Uses core processing system and tools to research and troubleshoot inquiries.
• Has strong knowledge of product lines and discusses benefits per caller needs.
• Proactively recognizes and creates opportunities to promote and sell bank products and services.
• Keeps knowledge of core processing system, tools, policies, procedures, and regulatory requirements.
• Keeps abreast of industry trends and external factors affecting the department and bank.
• Performs file maintenance, outbound campaigns, and other duties as assigned.

Skills

Call center experience

Sales & goals-based environment

MS Word

MS Excel

Outlook

Education

High School diploma or GED

Tools

MS Word

MS Excel

Outlook

Job description

Oak Creek-27th St
Oak Creek, WI 53154, USA

Description

Job Summary of the Customer Support Center Representative position:

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.

What you will do in the position:

• 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.

What you bring to WaterStone Bank..

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 and Perks of working at WaterStone Bank...

• Outstanding Medical, Dental, and Vision Insurance
• 401(k) matching
• Employee Stock Ownership Plan
• Paid Time off
• Paid Holidays
• Flexible Spending Account
• Pet Insurance
• 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.