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 Central Operations 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 Central Operations 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 customer experience for our clients, employees, and community.
JOB OVERVIEW/PURPOSE
The priority of this position will be to provide centralized
operational support to banking offices and many departments. This
position will exhibit a strong background in bank operations to
include: bank accounting, reconciliation and certifications; Central
Operations Services (Certifications, Item Processing, ATM/Debit Card
processing, and Legal Services) fundamentals; operational regulatory
compliance; and literacy in applicable bank software to support
responsibilities. Additional duties include providing technical
support via phone for Community West Bank consumer and business online
products, performing daily call back of transactions and/or client
onboarding within established Service Level Agreements. Relies on
experience and judgment to plan and accomplish goals. The qualified
candidate possesses the ability to work under general supervision on
special projects requiring attention to detail and flexibility.
Provide assistance as needed in other areas of the department.
This position follows established processes and operational policies
in resolving issues; analysis is more detailed and often interpretive.
This position performs all essential duties in compliance with
regulatory requirements as well as Bank policies and procedures.
Expertise in the appropriate operational functions:
o Core
competence in functional duties and processes and additional services
and products as they become available to the customer base related to
the following specialty desks:
o Certifications - Monthly GL,
Legal Services Trust Accounts, and Dormant Accounts.
o ATM/Debit
Card Processing - Debit Card Orders; Regulation E claims, disputes,
research, and resolution, Suspect Transaction monitoring, Network
Balancing.
o Item Processing - Chargebacks, Collections, Notices,
EARNS & Fed Notices, Fed Adjustments, Foreign Currency/Exchange
handling, Large Item Verification, Fraud Research, Returns in Process
and Un-posted Processing, Saving Bond Orders & Redemptions, IP
Balancing and Suspense Account Monitoring, Daily Cash Letters,
Encoding Tickets, Large Item Review, GL Balancing,
o Wire
Processing - Incoming and Outgoing domestic and USD international wire
transfers, Client/Employee Support, various bank systems and channels,
and activity reconciliation.
o Legal Services - Attorney Trust
Remittance, Research Requests, Dormants/Escheatments, Levy Processing,
Reclamations, Subpoenas, Record retention, and CDARS/ICS.
o
General Services - Address Changes, Mail Bags, Returned Mail, GL
Balancing, Stop Payment Requests, and Telephone Transfers, Dormant,
Escheatments, Hold Retention, SLA tracking, TCD Interest Check
processing, general mail processing, and Inter Branch mail
processes.
o Specializes in one or more of the main Central
Services desks or service concentrations.
o Strong telephone
skills and etiquette, with ability address standard internal and
external customer service issues and to handle basic objections or
difficulties.
o Serve as initial contact point for customer
concerns, escalating further to Management as
appropriate.
Exhibit proficiency in Fraud detection and
prevention
o Review online banking activity from the real time
fraud detection system and other reporting sources and complete
additional research in various internal and external systems to
identify potentially fraudulent transactions.
o Perform daily
report review and research regarding check and electronic transactions
including ACH, Credit Card, Debit Card, ATM/PIN and Internet
Banking/Bill Pay using a variety of systems to detect/prevent fraud;
provide weekly report/overview to management.
o Contact internal
and external customers by phone, mail and email to verify transactions
and resolve fraud-related account issues.
Exhibit proficient
knowledge of all Central Operations related processes and industry
standards and trends:
o Understanding of applicable systems, as
well as their relations to each other.
o Familiarity with
applicable banking applications, architecture, and system
interfaces.
o Maintain basic knowledge of all bank services and
products, and expanded knowledge of transaction services, providing
extended support for retail online, business online, and Mobility
clients who need assistance via phone support.
Participate in key
bank initiatives:
o Participate in the identification of
enhancement opportunities for the various Central Operations
processes.
o Participate in system review or implementation
testing to activate or promote associated enhancements or
upgrades.
Strong awareness of operational responsibility for all
Regulatory and Audit issues:
o Awareness of Office of Foreign
Assets Control (OFAC), Bank Secrecy Act (BSA), CRA, GLB Privacy Act,
Bank Bribery Laws, and applicable California Civil Code.
o
Maintain a current awareness and understanding of appropriate banking
laws, regulations, internal policies and procedures and to comply
fully with those laws, regulations, policies and procedures.
Regulations directly applicable to this position include Reg. CC, D,
DD, E and Check 21.
Assistance with Central Operations Management
Team on special projects:
o Ability to train coworkers and
extra-departmental staff in order to achieve bank objectives.
o
Additional duties may be assigned, according to the needs of the Bank.
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.
