Job Description:

Minimum Salary 31,084.00Midpoint Salary 35,746.00Maximum Salary 40,408.00

Location: Seville

From its humble beginnings since its founding in 2001, Westfield Bank has become one of the leading financial institutions in Northeast Ohio. Recognized by North Coast 99 and the Plain Dealer as a Top Workplace with a Five-Star Superior rating from BauerFinancial, the bank provides comprehensive personal, business, and agency banking products and services. Supported by Westfield Insurance, one of the nation's 50 largest property and casualty insurance groups, Westfield Bank has grown to manage almost $2 billion in assets. The group's motto is "Sharing Knowledge. Building Trust." - a message and commitment lived out each day by employees across the country.

The center of the bank's business model revolves not around profits or numbers, but through personal relationships and close contact with its customers. All Westfield companies stress the importance of hiring quality employees, as well as developing them and empowering each employee to be the best they can be, both in their work and in their life. As an employee of Westfield Bank, you will have the opportunity to not only create peace of mind for our customers, but to grow your career in one of the best workplaces in Northeast Ohio.

Westfield offers a Total Rewards program that focuses on compensation, benefits, and wellness and includes perks like 401(k), pension plan, annual incentive, education reimbursement, onsite fitness center and casual dress. Work-life balance, recognition, and learning and career development are all part of a rewarding career with Westfield Bank. To learn more about Westfield Bank and the opportunities available, please visit us at westfield-bank.com.

CRC Client Service Representative Job Summary

The Customer Resource Center (CRC) Client Service Representative provides superior customer service to all Westfield Bank customers both internal and external. Serves as the primary contact for all Westfield Bank customers on account and product inquiries via the Customer Resource Call Center. Utilizes a broad knowledge of Westfield Bank products, services and procedures, to achieve accurate and prompt solutions.

Essential Functions (primary functions and/or reasons the job exists in order of importance)

1.Provides professional and superior customer service to Westfield Bank customers including, but not limited to: routine account maintenance, customer inquiry, error resolution, and cross selling Bank products and services.

2.Serves as the primary contact for all Westfield Bank customers on account and product inquiries via the Customer Resource Call Center.

3.Resolves and tracks all customer inquiries and complaints received through Bank phone calls, voice mail, email, and secure support/live chat to ensure exceptional customer resolution.

4.Manages customer accounts by maintaining knowledge of all products and services offered including, but not limited to: personal and business accounts, debit cards, online banking, bill pay services, cash management, remote check capture, merchant services, and all loan products.

5.Educates customers on Bank self-service products for ease of use and efficiency.

6.Generates and reviews Digital Archive reports including, but not limited to: allotment reports, participation reports, rate change reports, and late notice reports.

7.Maintains awareness, understanding and compliance with the Bank's internal policies and procedures, laws and regulations appropriate for this position.

8.Provides assistance in response to regulatory and internal/external audit requests.

Desired Qualifications/Experience/Certification/Education (in order of importance)

1.1+ years of relevant banking experience.

2.Strong customer service orientation, attention to detail and adaptability to various situations.

3.Demonstrated excellent oral, written, and interpersonal communication skills.

4.Demonstrated problem solving skills.

5.Experience with Microsoft Windows and Office (Excel, Word) or other transferable software packages.

6.Occasional overtime for special projects when necessary.

7.High school diploma, GED, or demonstrated commensurate experience.

Physical Requirements (specific to the role)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

*Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).

*Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.

*Ability to work overtime as needed.

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

We are an equal opportunity employer/minority/female/disability/protected veteran.

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