Position: Customer Service Representative/Senior Teller
Department: Holyoke Branch
Job Status: Full-Time
FLSA Status: Non-Exempt
Grade: 7
Reports to: Branch Manager
Amount of Travel Required: LocalTravel as Needed
Positions Supervised: N/A
POSITION SUMMARY
Provides prompt and professional sales and service to new and existing customers. Greater than 50% of the time is spent performing CSR duties and the remainder of the time is spent performing Senior Teller duties. This estimate could change depending on the needs of the branch at the time.
CUSTOMER SERVICE REPRESENTATIVE - 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.
• Resolves customer problems as they arise.
• Answer inquiries, accept applications and close consumer loans
• Assist customers with Safe Deposit.
• 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.

SENIOR TELLER - ESSENTIAL FUNCTIONS

• Adheres to established Westfield Bank customer service standards.
• Applies the Westfield Bank Service and Sales Process during customer interaction to acquire and enhance customer relationships if applicable.
• Provides information regarding bank products to all potential customers both retail and commercial.
• Assists in supervising the teller line by:
  • Allocating and coordinating the work flow in the absence of the Head Teller.
  • Guiding and advising subordinates in the more complex phases of their work.
  • Training new employees.
• Provides backup coverage to open or close a branch location only when the lobby is not accessible to customers at the time.
• Proves cash drawer at end of day.
• Meets assigned referral goals through referral of bank products and services to meet customers banking needs
• May open new accounts as needed.
• Balances ATM.
• Maintains security of cash vault.
• Performs quarterly cash audits in the absence of the Head Teller.
• Independent performance of all teller transactions and night deposit bags.
• 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

• Adaptability/Flexibility
• Customer Relations
• Decision Making/Judgment
• Job Knowledge
• Quality
• Results Focus

Education/Experience/Skills

• High School Diploma or GED required.
• At least six months of cash handling experience preferred.
• Prior sales and customer service experience preferred.
• Must meet balancing requirements.
• Become a Notary Public if required.

PHYSICAL DEMANDS
Physical Demands
Stand: F (Frequently)
Walk: F (Frequently)
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: F (Frequently)
Bend: F (Frequently)
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)
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.
JOB CODE: 1000627