• Call Center Representative

    Location US-IL-Lombard
    Call Center/Customer Service
    Regular Full-Time
  • Responsibilities

    This is a Full Time non-exempt/hourly position.  This position may be at a level I or II based on the selected incumbent's experience.

    Summary: Provides excellent customer service to customers via telephone while adhering to bank policies and procedures.  Actively suggests additional bank products to customers.

    Essential Functions:

    Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions.

    • Responds to all telephone calls in a professional, courteous manner that presents the proper image of the bank and meets the service and procedure standards established for the Call Center.
    • Assists customers with their bank related questions, problems, and concerns while following the bank’s policies and procedures. Processes necessary follow-up correspondence, transactions, and maintenance. Communicates customer comments, issues, requests, and/or needs to the appropriate department.
    • Actively cross-sells additional bank products to customers.
    • Participates in training and coaching sessions to meet service standards and sales goals.
    • Handles questions on accounts for both customers and branch personnel.
    • Accepts, verifies, and processes Visa card blocks and/or documentation regarding lost or stolen cards as requested by customers or branch personnel.
    • Accepts, verifies, and processes Visa account reactivation and replacement cards. Accepts and prepares customers’ Visa disputes and appropriate documentation for logging customer information.
    • Responds to inquiries from customers and/or branch personnel relative to account balances or card increases.
    • Reviews various reports and makes corrections if necessary, ensuring that data has been input properly.
    • Authorizes reversal of customer fees up to $25.
    • All other reasonable duties as assigned.

    Additional Duties and Responsibilities for Level II Call Center Representative:

    • Researches and resolves complex and non-routine transaction problems and notifies customers and branch personnel of actions taken. May provide immediate coaching and/or feedback to other Call Center Representatives to assist in resolving complex and sensitive situations.
    • Handles more sensitive/skilled work within department.
    • Authorizes reversal of customer fees up to $100.00.
    • Provides guidance to new call center representatives.
    • May plan and/or conduct training for other employees within the department.




    Required Education and Experience:

    • Strong computer skills. Proficiency in Microsoft Office Suite;
    • Strong verbal and written communication skills;
    • Minimum of 1 year experience in customer service related environment. For Senior Call Center Representative, minimum of 2 years call center and/or customer service experience in finance industry required.
    • May be subject to SAFE Act Registration Requirements.
    • High school diploma or equivalent.


    Preferred Education and Experience:

    • 1 year call center and/or customer service experience in the financial service industry.


    Requirements for performing Essential Functions:

    On the job the employee may physically be required to bend, sit, use finger movements, and/or handle objects (manual dexterity). On the job the employee must mentally be able to read/comprehend, write, perform calculations, communicate orally, reason, analyze, and multi-task. 


    West Suburban Bank is an Equal Opportunity Employer/Disabled/Veteran.



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