Bank of the West Contact Center Customer Service Rep -Dealer Lending Services in San Ramon, California

Contact Center Customer Service Rep -Dealer Lending Services


What sets Bank of the West apart from other banks is our team members–they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values—straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity – an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial services and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines – Retail Banking, Commercial Banking, National Finance, and Wealth Management.

Job Description Summary

Responsible for responding to internal/external customer requests for information on consumer lending products and related programs. Answers incoming telephone calls on a continuous basis, using a headset. Completes appropriate forms, either on-line or on paper, to assist customers with requests.

Essential Job Functions

  1. Provides information on loans as requested including application status, funding information and documentation requirements. Initiates requests for research for internal/external customer requests.

  2. Provides information on bank programs as requested by the internal/external customers.

  3. Follows bank policies and procedures to ensure confidentiality of customer records.

  4. Meets service level guidelines and production standards based on documented performance criteria for grade level and shift worked. Standard measurements including, but are not limited to, service delivery, calls per hour, schedule adherence, and attendance and punctuality. Calls are monitored and feedback provided according to established expectations and guidelines.

  5. Participates in training classes as needed.

  6. Completes other miscellaneous work.

  7. Works extensively on the telephone.

  8. Performs other duties as assigned.


  • High School - Required

  • Requires limited job knowledge of systems and procedures. Follows basic work routines and standards.

  • Typically does not require prior experience.

  • Banking or other financial institution experience preferred

  • Administrative/Technical Skills

o Basic PC knowledge – Windows 95, word, excel

o Data entry skills (typing alpha and numeric required)

o Ability to communicate effectively, courteously and provide the customer with accurate information

o Excellent telephone etiquette

o Ability to work independently as well as part of a team

o Professionalism necessary for public contact position

o Ability to multi-task

Equal Employment Opportunity Policy

Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.

Job: Customer Contact Center / Customer Service

Location: United States-California-San Ramon

Requisition ID: 038161