Job Description
At Community West Bank, we put deposits to work locally, making loans
to businesses, families and non-profit organizations. We are the
largest publicly traded and only community bank headquartered and
serving California’s Central and South Coast area of Ventura, Santa
Barbara and San Luis Obispo counties, with full-service branches in
Goleta, Oxnard, Paso Robles, San Luis Obispo, Santa Barbara, Santa
Maria, and Ventura. We were named one of the Central Coast Best Places
to Work by the Pacific Coast Business Times, and we love working here
and think you may too!
As an integral member of the Relationship Banking team for Community
West Bank, this position will provide extraordinary customer service
to our internal team members and external clients, exemplifying the
Bank’s values and our dedication to quality and service. This position
will have direct responsibility as a Relationship Banking team member
to assist in the accomplishment of the Department Business Plan goals
and objectives. This position will elevate the team as a member of the
Bank’s high performance culture that emphasizes empowerment, quality,
productivity, ethical standards, goal attainment and the ongoing
development of CWB’s vision to become the bank of choice, providing an
unparalleled client experience for our clients, employees, and community.
JOB OVERVIEW/PURPOSE
Customer Service Representatives offer all banking products and
services to clients and prospects. Identifies and promotes sales
referrals, recommends alternate channels, cross-sells bank services
and products, provides excellent customer service. Duties may include,
and are not limited to check cashing, processing deposits, checking
and savings withdrawals, ATM processing, loan payment processing, safe
deposit access/maintenance, merchant/vault, bonds and coupons, night
drop and the on-boarding/opening of a variety of account products. CSR
levels 2, 3 and 4 may also open new accounts at various levels of
complexity, refer cash management products, manage complex customer
issues to full resolution, train other CSRs and be cross-trained to
provide back up to the Customer Service Assistant position. This
position performs teller transactions in compliance with regulatory
and bank policies and procedures, adherence to bank security policies
and confidentiality of bank records and customer information.
* Greets customers along with providing prompt, efficient and
friendly customer service
* Establishes a service quality
environment through courteous and professional attitude and
appearance.
* Listens to customers to build rapport and identify
financial needs for referral to sales staff.
* Performs routine
office and customer service responsibilities such as scanning,
printing and collating, etc.
* Accepts retail and commercial
checking and savings deposits; transfers; disburse funds through
checking and savings withdrawals or cashing checks; posts transactions
and handles all other client transactions as requested.
*
Solicits new business for the bank by identifying and responding
appropriately to clues from customers for financial needs, linking the
benefits to the customer’s needs.
* Understanding of bank
products and services. Explains terms, fees and other matters
pertaining to the Bank’s products and services to the customer.
* Cashes checks for customers and non-customers under current
check cashing policy, and after verification of signatures and
customer balances.
* Gathers data and completes forms (e.g.
currency transaction, Reg. CC, holds, overdrafts, etc.) to ensure
compliance with bank policies, procedures, Bank Secrecy Act/Anti-Money
Laundering and regulatory compliance programs.
* Balances cash
drawer at the end of each shift and compares total amounts with data
displayed on computer screen.
* Participates in branch and bank
sales campaigns.
* Assists in answering the telephone or waiting
on customers for operations, new accounts, and lobby as necessary and
without prompting.
* Meets response and resolution times as
defined in service level agreements and/or service requests, and
follows established processes to meet service level commitments
*
Cross trains in additional functions of the department
*
Completes all required regulatory training as assigned within
deadlines established including BSA, Bank Security and any other
training as assigned, within required timeframes and on an annual basis
* Performs all customer service transactions.
* May handle merchant services and/or vault services.
*
Research non-routine inquires and troubleshooting of customer
inquiries.
* Utilizing basic new accounts training is able to
assist/ assume duties associated with new accounts, safe deposit
boxes, ATM, vault and merchant customer service functions.
*
Acts as a "utility" employee within the branch, moving from
assignment to assignment based on business needs of the office.
* Works to independently resolves customer challenges, referring
the most complex issues to a supervisor
* May participate on
sales calls or referrals for cash management products.
*
Independently resolves customer issues, referring only the most
complex issues to supervisor.
* May be involved with ordering,
receiving, verifying and distributing cash.
* Performs all other duties as assigned by your supervisor.
Community West Bank is an EEO/AA/Disability/Vets Employer. Reasonable
Accommodations may be made to enable individuals with disabilities to
perform the essential functions of this position.
