Customer Service Representative II/III/IV

    • Job Tracking ID: 512568-855547
    • Job Location: Goleta, CA
    • Job Level: Mid Career (2+ years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: 08/14/2023
    • Years of Experience: Up to 2 Years
    • Starting Date: 09/18/2023
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Job Description

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.




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.

Essential Duties

* 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 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.

Experience and Skills

High School diploma or equivalent required.

Minimum of 2 years’ experience as either a customer service or new accounts representative in a financial institution.

Comprehensive knowledge of bank operations, bank products, and banking regulations pertaining to financial transactions.

Cross-training in all aspects of retail branch operations and basic new accounts.

Working knowledge of personal computers, including word processing and spreadsheet software programs preferred.

Excellent verbal communication and customer service skills.

Job Benefits

Compensation: Salary ranges from $45,000 to $60,000 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