Client Service Officer

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!

Community West Bank team members support and foster the values character, quality, people, community, and achievement. We live and breathe these attributes with all we do. 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 customers, 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 experience for our clients, employees, and community

JOB OVERVIEW/PURPOSE

The Client Service Officeris responsible for assisting branch management with the Customer Service Representatives’ daily responsibilities. This position fulfills the Customer Service Managers duties in his/her absence, mitigating operational risk and controllable losses to the Bank. Assists with operational duties in the branch as well as provides relief for the various key positions within the branch, including but not limited to opening new accounts, assisting on the teller line as well as Treasury Management Products. Follows established processes and operational policies in resolving issues; analysis is more detailed and often interpretive. Exercises latitude and discretion. Contact with support departments at various levels of management concerning branch operations. The work of the CSO is reviewed upon completion for adequacy in meeting objectives and over time should require minimal to no review. The CSO handles the most complex client issues and compliance duties. The CSO may also directly supervise staff and has a higher approval and authority levels. This position performs all essential duties in compliance with regulatory requirements as well as Bank policies and procedures.

ESSENTIAL DUTIES

• Assists with the opening and closing of the branch.
• Assists with the daily functions of the branch as it relates to the operational area, i.e. Tellers, New Accounts, customer service, ATM, night depository and courier bags, as needed.
• Expected to consistently represent the Bank to clients in a courteous and professional manner, and to provide prompt, effective and accurate service.
• Ensures all transactions for existing and new clients, including deposit transactions and opening new accounts, are processed accurately and courteously.
• Perform all daily teller and New Accounts desk activities as needed
• Performs all daily teller activities as needed as well as acting as a primary or back up to the New Accounts desk.
• Opens new consumer and/or business accounts. The CSO level opens the most complex new accounts accurately and in a timely manner.
• Receive and resolve customer service inquiry calls and requests.
• Complies with security controls and procedures, follows and enforces all bank policies and procedures, and complies with all bank regulations and compliance programs
• Assists with the completion of operational daily reports and call back and certifications.
• Approves large items, GL entries, monetary instruments, incoming and outgoing wire transactions and teller transactions within assigned limits.
• Assists with the daily balancing of the branch. CSO position oversees daily balancing of the branch.
• Accepts & verifies incoming & outgoing cash shipments, acts as joint custodian for vault cash.
• Oversees monthly cash counts in coordination with the Customer Service Manager or Community Banking Manager.
• Assists and supports Branch/Bank depository and loan objectives by coaching and encouraging employees to attain assigned goals.
• Assists branch management with employee coaching, counseling and review processes.
• Assists branch management to ensure that optimal customer service, minimal errors, and compliance to bank policies and procedures.
• Assists with monthly and annual certifications
• Fulfills CSM duties in their absence including acting as officer onsite for each office
• Client Service Officer position may have direct reports including but not limited to CSR/Teller staff
• Leads and handles all complex branch service and operational issues with minimal oversight
• Provide training to Customer Service Representatives
• Meets response and resolution times as defined in service level agreements and/or service requests, and follows established processes to meet service level commitments
• Other duties and/or projects as assigned by supervisor
• Completes all required compliance training including BSA, Bank Security and any other assigned training courses within required timeframes on an annual basis.
• May act as a notary

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.

Experience and Skills

• High School diploma or equivalent required with a minimum of three to five years progressively responsible experience in Branch operations in a financial institution that must include at minimum one year of teller experience.
• Demonstrate thorough knowledge of Bank operational policies and procedures to assist in managing a branch and effectively resolve employee and customer relations issues that may arise, especially as they relate to new accounts and deposit transaction procedures, related State and Federal banking compliance regulations, and the Bank’s products and services
• Thorough knowledge of bank operations, bank products, and banking regulations pertaining to financial transactions.
• Ability to open new consumer and/or business accounts.
• Ability to work in a manner consistent with having a high level of integrity, honesty, courage, and loyalty
• Providing high quality customer service whether to the internal or external customer
• Ability to put people first in all aspects of your position
• Work with the intent of the betterment of our community
• Leadership and coaching
• Have a keen sense of self-awareness with how you work, mentor, and coach
• Exhibit humility, approachability and listen
• Recognize the successes of your team and see the possibilities for growth, not the misses that were made
• Relax, have fun and don’t take yourself too seriously
• Ability to effectively comprehend and interpret Bank policies and procedures in the work environment
• Ability to work independently and collaborate effectively as a team member
• Ability to work under pressure, prioritize and meet deadlines
• Ability to manage and develop personnel resources
• Ability to disseminate information and guidelines clearly to employees and check for understanding
• Exhibit high degree of professionalism in handling and having access to sensitive information, and protect and maintain that confidential information
• Professional in appearance, and in verbal and written communication
• Ability to exercise good judgment in making decisions
• Ability to complete tasks within prescribed time frames
• Excellent interpersonal skills to communicate effectively with a wide range of employees and customers.
• Proficient with: MS Word, Excel, Outlook, Internet

Job Benefits

Compensation:  Salary ranges from $57,000 to $78,000 per year.  The salary range is determined by the role, job duties, and position level and reflect the minimum and maximum target for  new hire salaries.  Within the range, individual pay is determined by job – related skills, experience, and relevant education or training.

Generous vacation leave policies including additional sick days and all Federal holidays off

Employer paid medical, dental and vision insurance for the employee

401k with employer contributions

Annual cash incentive plan

Free financial and retirement planning services

Ancillary benefits available include critical illness & accident insurance, legal and identity theft protection, pet insurance