Job Description

Date Active

Jul 7, 2022 11:51:42 AM

Requisition #

22-1687

Hours Per Week

37.5

Location

200 Executive Blvd South-HF433

City

Southington

State

Connecticut

Job Description/ Requirements

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer. 

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

 

In this role, you will obtain complaints from the office of the president received from the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), executive offices and other areas of the bank.  Resolution in a timely and appropriate fashion. The Administrator ensures all correspondence is appropriately logged in the consumer complaint tracking system, is responsible for subsequent follow-up   and for meeting required response time guidelines.  The administrator ensures that verbal complaints are addressed with corresponding tracking forms, that are completed with accuracy. The Administrator reports and escalates issues that reveal system, procedural or departmental flaws and ensures that responses to posted correspondence meet policy and regulatory requirements. Additionally, this position assists may assist with other consumer banking administration requests.  

 

  • Deliver the highest quality service and strengthen client relationships by representing the Webster Standards of Service with every client interaction. Ensure these standards are adhered to on each interaction (phone calls, emails, social media, client complaints). Strive for “First Call Resolution” with each client contact and assist CSRs to do the same. Ensure that Customer Service Representatives (CSR) meet Service Level Agreements; by minimizing time spent in the “Not Ready” state and ensuring maximum agent occupancy. Ensure optimal coverage to manage inbound calls, minimize client wait time and oversee AUX times relative to special projects, and/or training and client research efforts.
  • Receive inbound internal escalated calls from CSRs. Identify issues/trends and escalate to the appropriate area as needed, assist representatives with their inquiries by asking probing questions and providing clear and concise instruction. Collaborate in training and education of CSRs to ensure quality, compliance and excellence in customer service is attained.
  • In conjunction with the Quality Assurance Team, perform monthly call quality monitoring consisting of call observation and client interaction, usage of applications and tools, adherence to policy and procedure.  Provide feedback to agents independently in a timely manner and communicate coaching provided to Quality Assurance Team. Senior CSRs will lend a hand in supporting CSR technology needs as well as demonstrate the ability to quickly learn, grasp and support new technology. At a minimum, SR CSRs should demonstrate proficiency with utilizing all of the systems and/or core applications needed to support the Contact Center.
  • Ability to independently make decisions and evaluate risks. Continue to grow and develop knowledge and expertise relative to new non-phone functions listed with focus on quality, client engagement and response times.  Ability to multi-task current and assigned duties. Ability to identify and report on trends and escalate where appropriate

 

EXPERIENCE

  • At least 3 years customer service banking experience preferred
  • Extensive practical knowledge of Microsoft Office suite (Outlook, Excel, Word)
  • Ability to work a flexible and/or rotating schedule.  May be required to work Saturdays and extended hours.
  • Proven ability to consistently deliver service excellence and familiar with service to sales techniques, including outbound calling.
  • Possess a thorough knowledge of bank products and services.
  • Excellent verbal and non-verbal communication skills, experience with outside calling preferred.
  • Strong interpersonal skills with ability to establish credibility and rapport, excellent customer relationship management skills.
  • Demonstrated math skills with an understanding of debit and credit relationships and negotiable instruments.

 

SPECIFIC JOB RELATED EDUCATION & SKILLS

 

  • Candidates with advanced degrees (Associates, Bachelor’s, and/or Master’s) preferred, yet a High School diploma or GED is required. Candidates with some combination of coursework and experience, or else extensive related professional experience, are eligible for consideration.
  • Excellent interpersonal skills. Team player with an ability to positively affect team interactions and goals.
  • Working knowledge of Microsoft Office product suite, internet browsers, devices and other computer software and technologies.

*LI-MM1

#ZR

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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