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Role Description

The Client Service Associate will be the frontline point of contact to uncover and support client needs. The top priority will be to ensure client needs are satisfied with every interaction while ensuring that a variety of transactions, maintenance, and research activities are completed accurately. The Client Service Associate is expected to meet or exceed service expectations, productivity and efficiency standards for all contact center related metrics.

• Be the Voice of Webster in an inbound Contact Center that fosters an engaging, fast-paced, and fun environment
• Anticipate client needs, educate on the benefits of banking with us while delivering on our commitment of client satisfaction
• Perform a variety of transactions, maintenance, and research requests with accuracy
• Responsible for client relationship building and retention efforts utilizing processes, tools and training provided
• Maintain a positive rapport with professionalism, and serve in an empathetic manner
• Facilitate problem resolution by providing complete and accurate information
• Meet and or exceed service expectations, productivity and efficiency standards for all contact center related metrics
• Adhere to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements, and policies
• Perform other duties or accountabilities as assigned

Qualifications

• H.S. Diploma or General Education Degree (GED) required
• Some college preferred

Requirements

• High speed internet required
• Must exhibit strong communication and listening skills
• Be a self-motivator with the ability to work well with a diverse workforce and customer base
• Demonstrate dependability, flexibility and adaptability to handle day-to-day challenges
• Adjust to multiple demands and shifting priorities in a change hearty environment
• Skilled in data entry
• Ability to multi-task and navigate several computer applications with effectiveness and efficiency
• Must possess working knowledge of Microsoft Office Suite and processing skills (email, internet, intranet, etc.)
• Bilingual candidates preferred
• Following the completion of training, your schedule will be assigned in alignment with the Contact Center needs
• This role participates in a quarterly shift bid process
• You are expected to maintain availability for any shift within the operating hours of 7:00am to 10:00pm Monday through Friday, and 8:00am to 8:00pm Saturday and Sunday

Experience Qualifications

• 0-2 years in client or financial services, banking, inbound call center or in person customer facing work experience required

Benefits

• The estimated salary range for this position is $18.50 to $21.00 USD an hour
• Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location
• This position is eligible for incentive compensation