Job Title:   Client Service Representative - Floater
07 / 31 / 2013
Westfield Center
OH

JOB DESCRIPTION:
JOB SUMMARY:  Primary contact for all Westfield Bank customers on account and product inquiries.  Work as a team member to provide superior customer service to the clients of Westfield Bank.  Maintains a broad knowledge of Westfield Bank products and services to provide complete, accurate and prompt solutions to resolving errors, simple inquiries, account management and cross-selling opportunities.   

A.  ESSENTIAL FUNCTIONS (Listed in order of importance, frequency or sequence, 1=most important/frequent, etc.). NOTE:  Indicate non-essential accountabilities with an asterisk*.  All other functions are “absolutely necessary for this job”.
1. Dedicated to providing superior service to Westfield Bank customers consistent with the Bank’s defined policies and procedures.  Services to be provided include, but are not limited to; opening and closing accounts for individual and business customers, cross selling bank products and services, and processing teller transactions, including cash and non-cash transactions, loan payments, cashiers checks, issuing and redeeming U.S. Savings Bonds, wire and ACH transfer origination. 
2.      Responsible for branch walk-in and drive-thru traffic, as well as customer phone calls.  Monitors customer’s accounts via phone, voicemail, fax, electronic mail and web based communication channels. 
3.      Responsible for processing night drop deposits and ATM deposit/withdrawal posting.
4.      Responsible for outbound sales calling efforts, participating in quarterly campaigns to cross sell bank products and services, service oriented calling, and 2 week & 2 month customer call-backs.
5.      Assists business bankers and agency banking with support, including but not limited to: open/maintenance accounts, document preparation, card servicing and online/cash management services.
6. Solves customer and agent inquiries, process account transactions, and research account transactions on all Bank products and services.  Maintain knowledge of all products and services offered, including but not limited to:  Checking Accounts, Savings Accounts, Money Market Accounts, Certificates of Deposit, IRAs, Sweep Accounts, Personal Online Banking, Cash Management, Remote Check (deposit) Capture, Merchant Services and Consumer Lines of Credit/Loans.
7. Ensures resolution of complaints and problems. Makes decisions and/or solve problems to provide effective customer service to individual & business customers and agents.  Initiates action to ensure account errors, processing errors, system errors and bank errors are corrected.
8.      Assists the CRC (Customer Resource Center) with monitoring customer’s accounts via phone, voicemail, fax, electronic mail and web based communication channels.
9. Performs routine account maintenance functions including check orders, changes to account information and ordering new and replacement debit cards.
10.    Actively promotes Bank products and services through cross-sell opportunities while interacting with customers.
11.    Educate customers on services provided to avoid the need to contact the Bank.
12.    Learn additional operation duties, including but not limited to: Elan, COCC, Digital Insight, Reg D, Anomalies, Rejected Item processing and NSF processing.
13.    Originates consumer loans including accepting applications and preparation of various documents.
14.    Completes all assigned training (for both compliance and skill building).  Maintains a training log to be reviewed at the time of the performance evaluation.  Responsible for knowledge of the regulations and policies the Bank enforces.
15.     Maintains awareness, understanding and compliance with the Bank's internal policies and procedures, laws and regulations appropriate for this position 
16.     Provides assistance in response to regulatory and internal/external audit requests.
17. Performs other duties as assigned to support operations and actively participates in special projects.


B.  JOB SPECIFICATIONS/EXPERIENCE/CERTIFICATION/EDUCATION:

High School diploma, GED or demonstrated commensurate experience.
2 years of relevant banking experience.
Excellent customer service and interpersonal skills.
Excellent oral and written communication skills.
Overtime required, as necessary.
Must display a high level of initiative via an entrepreneurial spirit.
Must possess strong attention to detail ability to multi-task and solid analytical, problem solving skills.  
Experience  in Microsoft Excel and Word. 

C. PHYSICAL REQUIREMENTS:

Ability to operate various computer, office equipment and software programs.
May be required to accurately handle cash and other negotiable instruments.
Ability to communicate via telephone.
Occasional travel between branch locations as required.
Occasional lifting up to ten pounds.

D.  SUPERVISES: N/A

Westfield Bank is an Equal Opportunity/Affirmative Action Employer.
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Member companies of the Westfield Group are Equal Opportunity Employers (M/F/Disabled/Protected Veteran).