Call Center Representative

• Be the Voice of Webster in an inbound Contact Center
• Anticipate client needs and educate on banking benefits
• Perform transactions and maintenance with accuracy
• Build and retain client relationships
• Facilitate problem resolution with accurate information
• Meet or exceed service expectations and standards

Contact Center Associate

• Provides the highest level of customer service patients and incoming callers via telephone
• Answer incoming calls in a friendly, courteous, professional & positive manner
• Maintain accurate records by verifying/obtaining patient demographic & insurance information
• Forward calls to appropriate practice/department for additional follow-up
• Document and enter messages into practice management system
• Promptly address inbound email inquiries and requests from patients
• Handle making outbound calls to schedule patients upon request
• Work collaboratively & courteously with all other departments to ensure a positive patient experience

Patient Call Center Coordinator

• Handle incoming and outgoing Proxy Solicitation and Information Agent calls.
• Handle a large volume of calls from an automated dialer.
• Manual research of contact information for shareholders.
• Solicit shareholder votes and accurately record voting instructions.
• Respond to shareholder inquiries using fact sheets and materials provided.
• Maintain an updated call center database by entering information.
• Produce results and maintain required performance metrics.

Bilingual Call Center Representative

• Project management including team leadership
• Compile specifications, requirements and other program specific documentation from the client
• Write creative copy for interactive voice response scripts
• Track and manage scope, schedule and costs for project implementation
• Manage tasks and deliverables from client to technical resources
• Review both new and existing IVR programs for script to system accuracy and effective sales approach
• Analyze client reports and make suggestions to optimize scripts and/or offers
• Identify potential application and process improvements
• Provide excellent customer service to internal and external clients
• Prepare monthly billing documentation
• Prepare documentation for client business reviews
• Develop monthly revenue projections for each client
• Perform other related duties and assignments as required and as assigned by supervisor or other management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Contact Center Account Manager

• Answer calls, chats and emails from people seeking support and community resources.
• Assess needs and provide accurate, meaningful referrals for housing, utilities, food, healthcare and more.
• Researching and advocating for callers facing complex barriers.
• Help callers understand their options and feel empowered to take next steps.
• Document each interaction clearly to ensure continuity and follow-up.
• Follow established protocols while safeguarding caller confidentiality.
• Collaborate with a caring, mission-driven team that’s always ready to support you.

Call Center Representative – 211 Contact Center Specialist, Information and Referral

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Handle 30-40 inbound calls per day from customers whose card or digital transactions have been declined or restricted due to potential fraud
• Verify customer identity through detailed questioning, account review, and transaction analysis – while identifying and stopping fraudsters attempting to impersonate real customers
• Investigate flagged banking transactions to determine whether an exception should be allowed
• Place or remove card and digital exclusions to prevent unauthorized activity while minimizing disruption for legitimate customers
• Make confident, fast decisions – sometimes saying “no” when protecting the customer and the Bank requires it
• De‑escalate upset or frustrated customers while maintaining control of the conversation and following strict security protocols
• Reissue cards, reset credentials, and guide customers through next steps when fraud is confirmed
• Partner with internal teams and investigators by researching accounts and providing detailed information when needed

Fraud Support Associate – Inbound Call Center

• Define product vision and strategy for Intelligent Routing and Workforce Optimization, aligned to Contact Center Modernization (CCM) and enterprise servicing priorities
• Own the end-to-end product roadmap and scaled delivery for inbound/outbound intelligent routing across Customer Service and Collections
• Drive measurable improvements in care time, NPS, and Voice of Customer
• Lead product management for CCM Workforce Planning Optimization platforms
• Deliver intelligent, human-centered routing and work orchestration, connecting customers and balancing workload effectively across geographies and service-level needs
• Drive workforce optimization outcomes, improving schedule accuracy, service delivery, reliability, and employee experience through streamlined processes and enabling tools
• Own platform integration strategy and execution to ensure seamless end-to-end connectivity across CCM, Workforce Planning Optimization, Workforce Management, and intraday systems
• Partner cross-functionally with Contact Center Operations, Technology, Architecture, Data, Risk, Compliance, and Experience Design to deliver secure, compliant, high-quality capabilities at scale
• Establish product metrics and operating cadence
• Accountable for longer-term platform capabilities including APIs and microservices for workforce planning, workforce management, and intraday management in a modern cloud-based environment
• Champion modernization and change adoption, influencing stakeholders and guiding rollouts that enable seamless omnichannel servicing across voice, digital, chat, and messaging

VP, Product – Contact Center Routing and Workforce Planning

• Answer calls, chats and emails from people seeking support and community resources.
• Assess needs and provide accurate, meaningful referrals for housing, utilities, food, healthcare and more.
• Document each interaction clearly to ensure continuity and follow-up.
• Help callers understand their options and feel empowered to take next steps.
• Collaborate with a caring, mission-driven team that’s always ready to support you.

Call Center Representative – 211 Contact Center Information and referral

• Answer calls, chats and emails from people seeking support and community resources.
• Assess needs and provide accurate, meaningful referrals for housing, utilities, food, healthcare and more.
• Document each interaction clearly to ensure continuity and follow-up.
• Help callers understand their options and feel empowered to take next steps.
• Balance empathy with efficient problem-solving in a fast-paced environment.

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