Watertown Savings is a $1.4 billion mutual savings bank located in the heart of Watertown Square. We are a leader in community involvement, providing world-class service to our customers and offering a friendly, professional work environment since 1870. We want to continue to help those we serve--customers, non-profit organizations, communities, and employees--to prosper and fulfill their goals.
We are committed to being a leader in delivering superior technology that helps our employees provide the highest level of personal and digital service, quality products, and banking convenience to customers and local communities.
We are currently seeking a dedicated individual to join the Customer Contact Center team to respond to customer inquiries received by telephone, e-mail, or online chat while meeting service level objectives and actively listening to customer needs. This Representative will make product recommendations, finds appropriate solutions to customer inquiries, tracks ongoing issues and follows through to a final resolution. To be successful in this role, the individual must also maintain a thorough knowledge of all bank products and services and willing to work onsite, while supporting customer inquiries.
Primary Duties and Responsibilities:
- Provide service consistent with the Bank’s WSB Customer Bill of Rights.
- Promote and cross-sell bank products and services to customers based on their needs.
- Maintain superior service levels by managing the customer issue resolution process via phone, email, and online chat; escalate as needed to the department manager.
- Ensure all customer inquiries/requests are completed/responded to promptly.
- Maintain a high level of knowledge of all company policies and procedures.
- Maintain effective communication with all Customer Contact Center Team members; effectively collaborate with other Bank contacts in an effort to address customer inquiries and issues.
- Promote an environment that supports ideas for improving productivity, quality, and service.
- Assist Call Center Team with training new/existing employees.
- Assist with maintaining departmental policies and procedures.
- Complete specialized projects as assigned.
- Foster and maintain a good working relationship with other departments to meet customer/employee needs.
Qualifications and Other Determining Factors:
- High School Diploma. Additional higher-level education is preferred.
- At least one year of call center and banking experience.
- Ability to respond to customer inquiries received by telephone, e-mail, or online chat using Call Center Equipment (headset, Call Center call equipment/dashboard)
- Ability to provide excellent customer service to internal and external customers.
- Effective verbal and written communication skills and the ability to work independently.
- Strong computer skills with a general understanding of Microsoft Office platforms and ability to navigate multiple applications and computer screens.
- The ideal candidate must be able to multi-task effectively, know how to prioritize work-load, be organized, have strong problem-solving skills, and have excellent time management.
- Previous experience with Call Center technologies (phone system, i.e), practices, and methodologies. General knowledge of bank products and services.
- Strong working knowledge of Fiserv's Cleartouch Core System preferred.
We offer a highly competitive compensation and benefits package that provides our team with Medical, Dental & Life Insurance, a 401k with 6% company match, a traditional Defined Benefit pension plan, Tuition Assistance, and an on-site fitness area. You'll find that Watertown Savings Bank is a great place to work and grow your career!
Watertown Savings Bank is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, childbirth, or related medical conditions, age, national origin, ancestry, physical/mental disability, military/veteran status, genetic information, marital status, ethnicity, lineage or any other protected classification, in accordance with applicable federal, state, and local laws.
Member FDIC / Member DIF
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Job Type: Full-time
Pay: $22.97 - $28.22 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Physical Setting:
Education:
- High school or equivalent (Required)
Experience:
- Banking: 1 year (Required)
- Call Center: 1 year (Required)
Ability to Relocate:
- Watertown, MA: Relocate before starting work (Required)
Work Location: In person
