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Contact Center Agent - Newark, United States - WSFS Bank
Description
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 thriveCareers 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
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
At WSFS Bank we empower our Associates to forge the careers of their dreams, we guide our Customers to secure their financial futures, and we actively support our Communities so they can fully thrive
We know that when we work together and move forward with purpose a brighter path to the future lies ahead for our Associates, our Customers, and the Communities we serve
WSFS Financial Corporation (WSFS) is a multibillion-dollar financial services company
Its primary subsidiary, WSFS Bank, is the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region
As of March 31, 2023, WSFS Financial Corporation had $20.3 billion in assets on its balance sheet and $65.6 billion in assets under management and administration
WSFS operates from 119 offices, 92 of which are banking offices, located in Pennsylvania (61), Delaware (39), New Jersey (17), Virginia (1) and Nevada (1) and provides comprehensive financial services including commercial banking, retail banking, cash management and trust and wealth management
Other subsidiaries or divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust, The Bryn Mawr Trust Company of Delaware, Cash Connect, NewLane Finance, Powdermill Financial Solutions, WSFS Institutional Services, WSFS Mortgage, and WSFS Wealth Investments
Serving the Greater Delaware Valley since 1832, WSFS Bank is one of the ten oldest banks in the United States continuously operating under the same name.
