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Customer Service Specialist

Company: Bank of Hope
Location: Los Angeles
Posted on: May 28, 2023

Job Description:

Essential Duties and Responsibilities include the following:

  • Uses excellent communication and active listening skills to learn about the customer's financial needs, establish trust, optimize sales opportunities, generate leads, and provide quality customer service.
  • Achieves and exceeds individual and branch sales and service targets through recommendations of new and existing products and services (e.g. accounts, loans, and credit cards), sales referrals, cross-selling, up-selling in a results-driven environment and provide the great experience to every customer.
  • Uses a strong knowledge in the products and services offered at the Bank to confidently educate customers about the features, benefits, and pricing so they are better informed with a deeper level of understanding.
    • Orders checks and makes changes to customer information in an accurate and timely manner according to the customer's request.
    • Provides exceptional service in handling customers in person or over the telephone.
    • Processes deposits, withdrawals, check cash, loan payments and other transactions including but not limited to reject items and returned items.
    • Involves supervisors if transactions are over authority limits or exceptionally complex.
    • Responsible for loss prevention in the processing all transactions and duties.
    • Issues cashier's checks, bank checks, money orders and travelers checks.
    • Keeps work station neat, clean and well stocked with supplies and brochure materials.
    • Additional responsibilities as assigned by supervisors may include:
      • Night & Mail Depository
      • ATM balancing
      • Safe Deposit Box
      • Filing signature cards and documents
      • May help with a variety of audits and verifications
      • Input fund holds and stop payment request to core system
      • Address changes, CD renewals, etc.
      • Branch back counter capture
      • Miscellaneous tasks and duties associated with the operations of a retail banking branch
        • Complies with the Bank's security program, including but not limited to:
          • Reviews and complies with the End-User Computing Agreement
          • Acquires good knowledge on functions and usage of computer systems as related to the assigned job functions.
          • Be current and knowledgeable in industry's trend in safeguarding the Bank against confidential data leak, identity theft, fraudulent activities, and computer security threats.
          • Reports suspicious activities to manager, Chief Risk Officer or Information Security Officer.
            • Assists with customer inquiries more than 50% of the day, ex. reviewing reports, resolving issues, printing statements, contacting customers.

              BSA, CRA, Fair Lending and other Compliance Responsibilities:
              • Complies with BSA, CRA, fair lending, and other compliance issues as required by policies and procedures.
              • Inputs customer information to EZ teller for various transactions.
              • Reports any suspicious activities to Operations Manager/ BSA officers.
              • Verifies customer name and payee/beneficiary name to OFAC, NCCT for out-bound wire transfers and monetary instrument purchase, and new account.
              • Report matches with NCCT and OFAC to Operations Officer or Operations Manager for further instructions. KNOWLEDGE, SKILLS, ABILITIES REQUIRED:

                Communication skills:
                • Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.
                • Ability to respond effectively to the most sensitive inquiries or customer complaints. Reasoning Skills:
                  • Excellent analytical skills including the ability to define problems, collect data, establish facts, and draw conclusions.
                  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

                    Professional Skills:

                  • Ability to demonstrate a high level of ethical behavior and follow the Code of Conduct.
                  • Ability to remain flexible in order to adapt to changes in the work environment.
                  • Ability to study and apply new information.
                  • Ability to take initiative and prioritize tasks; good time-management, problem prevention, and problem-solving skills.
                  • Ability to work accurately with close attention to detail.
                  • Ability to maintain confidentiality of sensitive information.
                  • Ability to work with co-workers, customers, and outside agencies professionally and tactfully.
                  • Possess a work ethic that includes neatness, punctuality, and accuracy.
                  • Must exhibit a professional, businesslike appearance and demeanor.

                    The salary range for this full-time position is $15 Hourly - $22 Hourly + bonus + benefits

                    Salary ranges are determined based on qualifications, level, and location

                    Exact compensation may vary based on your skills and experience.

                    Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.

Keywords: Bank of Hope, Los Angeles , Customer Service Specialist, Hospitality & Tourism , Los Angeles, California

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