Position: Customer Service Representative

Department: Agawam Branch

Job Status: Full-Time ****

FLSA Status: Non-Exempt

Grade: 7 ****

Reports to: Branch Manager

Amount of Travel Required: Local **** Travel as Needed

Positions Supervised: None

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POSITION SUMMARY

Provides prompt and professional service to new and existing customers.

ESSENTIAL FUNCTIONS

• Applies the Westfield Bank Service and Sales Process during customer interaction to acquire and enhance customer relationship.
• Adheres to established Westfield Bank customer service standards.
• Provides information regarding bank products to all potential customers both retail and commercial.
• Meet assigned sales goals through the sale of bank products and services to meet customers banking needs.
• Opens new accounts and performs account and person maintenance as needed.
• Obtains NMLS to take home equity loans or line applications and serve as a liaison between the customer and Loan Operations until loan closes.
• Resolves customer problems as they arise.
• Answer inquiries, accept applications and close consumer loans.
• Assist customers with Safe Deposit.
• Become Notary Public if required.
• Must complete BSA, AML, and other Regulatory and Continuing Education as assigned.
• Must adhere to all bank and regulatory policies and procedures specific to position.
• Performs additional duties as requested.

POSITION QUALIFICATIONS

Competencies

• Customer Relations
• Decision Making/Judgement
• Job Knowledge
• Quality
• Results Focus

Education/Experience/Skills

• High School Diploma or GED required.
• Prior sales and customer service experience preferred.
• Become Notary Public if required.

PHYSICAL DEMANDS

Physical Demands

Stand: O (Occasionally)

Walk: O (Occasionally)

Sit: F (Frequently)

Handling / Fingering: F (Frequently

Reach Outward: F (Frequently)

Reach Above Shoulder: O (Occasionally)

Climb: O (Occasionally)

Crawl: O (Occasionally)

Squat or Kneel: O (Occasionally)

Bend: O (Occasionally)

Lift/Carry

10 lbs or less: F (Frequently)

11-20 lbs: F (Frequently)

21-50 lbs: O (Occasionally)

51-100 lbs: N (Not Applicable)

Over 100 lbs: N (Not Applicable)

Push/Pull

12 lbs or less: O (Occasionally)

13-25 lbs: O (Occasionally)

26-40 lbs: O (Occasionally)

41-100 lbs: O (Occasionally)

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N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0-2.5+ hrs/day)

F (Frequently) Occupation requires this activity from 33%-66% of the time (2.5-5.5+ hrs/day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements

None

Westfield Bank has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.