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Client Service Associate II

2 months ago

Las Vegas, United States Bank of George Full time

The position of Client Service Associate II is responsible for processing all new account transactions; assisting customers in their selection of various accounts and financial services; cross-selling the Banks products and services; opening, maintaining and closing of all account types; promoting business for the Bank by maintaining good customer service and referring customers to appropriate staff for new services.

ESSENTIAL DUTIES

1. Upholds, at all times, the Banks Core Values of: Integrity, Respect, Positive Attitude, Empowerment, Accountability and Excellence.

2. Delivers on the Banks tagline of Your Best Banking Experience Ever by reinforcing the application of superior customer service through own example along with appropriate follow through with involved customers and employees; actively participates in specific periodic meetings and presentations on this topic with all staff members.

3. Greets and interviews consumer and business customers to determine financial needs. Suggests and explains appropriate accounts, products and financial services available.

4. Responds and researches customer inquiries, investigates and corrects errors, and resolves problems or other issues.

5. Responsible for opening new accounts, establishing proper identification of new customers, assigning account numbers, completing forms, accepting initial deposits, preparing all documents and items pertaining to checking accounts, savings accounts, and certificates of deposits for processing.

6. Manages the new account pipeline by taking new account requests, which may involve detailed customer interaction to collect necessary entity documents.

7. Partners with the Business Banking Team and Treasury Management to ensure a smooth and comprehensive onboarding process for new clients. May be included on Client discovery call to provide support

8. Responsible for password resets for Online Banking Clients.

9. Responsible for uploading documents into the Document Management System for record keeping.

10. Operates computer to process account activity, determine balances, and resolve problems within given authority.

11. Receives and processes stop payments, processes wire transfers, address changes, check and deposit slip orders.

12. Responsible for opening Safe Deposit Box Accounts, controlling access, assisting customers and processing affiliated reports.

13. Answers telephones and directs callers to proper Bank personnel.

14. Processes debit card applications, card ordering and file maintenance. Processes a variety of financial transactions for customers and resolves problems within given authority.

15. Provide training and support to Client Service Team on new banking products, services, or procedures. Act as a resource for resolving more complex issues that arise during daily operations.

16. Participate in or lead small projects aimed at improving customer experience enhancements, and/or process improvements.

17. Handle escalated customer issues that require more in-depth investigation and resolution. Work closely with other departments to resolve issues efficiently and maintain customer satisfaction.

18. Creates or completes routine letters, reports, and forms. Performs clerical duties such as photocopying, faxing, filing, processing incoming and outgoing mail as needed.

19. Treats people with respect; keeps commitments; inspires trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

20. Demonstrates respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

21. Follows established policies and procedures, government rules and regulations, and security guidelines. Completes administrative tasks correctly and on time; supports the Banks goals and values; benefits the Bank through outside activities.

22. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions.

23. Other duties as assigned.

SUPERVISORY RESPONSIBILITY

The position of Client Service Associate II is not responsible for the supervision of any employees.

MENTAL DEMANDS

This position must be able to accommodate reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

MINIMUM REQUIREMENTS

High school diploma or general education degree (GED); or 5 years of related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a cash handling, new accounts and/or customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.

Intermediate experience, knowledge and training in branch operation activities, terminology and products and services.

Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.

Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing and spreadsheet software; typing skills to meet production needs of the position.

Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.

Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.

Ability to deal with routine problems involving multiple facets and variables in standardized situations.

Effective organizational and time management skills.

Ability to work with general supervision while performing duties.

Must be able to sit for long periods of time, operate a computer, and telephone.

This position requires writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Management reserves the right to change this position description at any time according to business needs.