Contact Center Agent

3 weeks ago

New Castle, United States WSFS Bank Full time
Job Description

WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, opportunities to advance, and more. We are the premiere, locally headquartered bank and wealth management company in the region and are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it's our mission and our purpose.

The Contact Center Customer Service Agent is responsible for delivering superior customer service by responding to inbound calls directed to their assigned queues. The incumbent will follow all policies, procedures, and scripts to build rapport, positively identify Customers, ask appropriate questions, identify solutions and issue resolutions at the first touch. This position requires the Contact Center Customer Service Agent to act as a customer advocate by taking ownership of the account and following through to satisfy the customer at the first point of contact. The incumbent should analyze the caller's information to identify fraud and risks to the Bank, identify possible solutions to recommend, and resolve all issues the Customer poses.

This position has a start date of May 27, 2024. The schedule for this position will cover the hours of 9am-7pm Monday through Friday, and 9am-3pm on Saturday and Sunday.

Job Responsibilities:
  • Identify opportunities, expand relationships, and ensure that the Customer has all the appropriate convenience solutions available to them.
  • Adhere to and maintain satisfactory service standards for talk time, queue time, and abandon guidelines to ensure Stellar Service from the Team.
  • Manage Customer Service requests while presenting cross-sell opportunities that will benefit the Customer and expand their relationship.
  • Achieve all individual and Team sales and adherence goals while maintaining all required documentation, tracking logs, and sales tracking applications to support Team goals.
  • Perform transactions and inquiries using a variety of system networks to provide Customer Service to both internal and external Customers while maintaining a strict code of confidentiality regarding Bank and Customer information.
Minimum Qualifications:
  • High school diploma or its equivalent.
  • Previous experience working in a call center environment preferred.
  • Previous banking experience with sales goals preferred.
  • Retail sales experience and recognition of buying cues and uncovering needs are required.
  • Experience in an environment where exceeding customer expectations is expected.
  • Ability to follow established policies, regulations, guidelines, and procedures.
  • The incumbent must have PC experience, excellent oral and written communication skills, and the ability to work effectively in a multi-task, high-volume environment.
  • Must be a motivated, self-starter requiring minimal supervision and prioritize work effectively.
  • Must have superior communication skills, excellent problem-solving skills, and a focus on attention to detail.


WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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