Customer Service Representative

Customer Service Representative/Teller

Los Angeles, California, USA

Company Description

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.

 Job Description

Responsible for assisting Banking teams with the handling of all service related matters for their clients including operations, account opening and maintenance, cash management, and loan servicing. Opportunity to join a team focused on new client management to handle account opening (KYC, RFI, ODD) and focus on providing excellent customer service of existing IDB clients. This role will primarily focus on the Customer Service Representative aspect with occasional support for the teller function.

Customer Service Responsibilities

• Takes full ownership of customer inquiries to help support the retention and further growth of our firm by supporting our Banking teams and clients.
• Effectively manages and utilizes case management tools (including dashboards) to prioritize tasks, monitor progress to meet service level agreements.
• Establishes robust partnerships and open communication with the business, operations, and internal banking teams to effectively liaise, manage workload and help provide a white glove experience for our internal and external clients.
• Assists in the handling of daily reports, funds transfer requests and client requests relevant to the business segment that they support.
• Responsible for collection of documents and liaise with clients, and internal teams for the account opening process and associated tasks related to KYC.
• Performs client call backs to authenticate and verify client requests related to client transactions, account maintenance and loan servicing.
• Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand.
• Independently manage work assignments with integrity and accountability, ensuring all tasks are executed with a strong consideration for client needs and the bank's reputational risk. This includes diligently following compliance guidelines and company policies with exceptional attention to detail.
• Actively collaborate with internal teams to participate in and lead initiatives focused on enhancing client experience, ensuring data integrity, optimizing workflows, and improving case management processes.
• Teller activities
• Participates and collaborates in banking projects as needed.

Key Teller Responsibilities:

• Assist clients with day-to-day banking transactions, including processing deposits, withdrawals, check cashing, and issuing money orders and official checks.
• Ensure adherence to BSA/AML and KYC regulations by verifying customer identification, monitoring suspicious activity, and reporting any potential fraud or unusual transactions.
• Assist with maintaining accurate records of transactions and customer interactions to ensure compliance with internal policies and external regulations.
• Adhere to internal control procedures, security policies, and cash-handling protocols to mitigate risks.
• Participate in training programs to stay updated on compliance regulations, fraud prevention techniques, and banking best practices.

Qualifications

• 3+ years of prior teller experience at a U.S. bank is required. Proficiency with banking and cash management applications is a plus.
• 3+ years of experience in financial industry or transferable skills
• Knowledge of BSA, AML, KYC, and other regulatory requirements related to financial transactions is highly desirable.
• Passion for providing white glove customer service and superb delivery.
• Strong attention to detail, accuracy, and ability to recognize potential fraud or suspicious activity.
• Ability to work effectively in a fast-paced environment while maintaining compliance with all applicable banking laws and regulations.
• Desire to be part of a harmonious team that strives to improve in how we process, deliver and service our clients, actively collaborates to get the job done, and contributes to a work culture that is harmonious.
• Self-starter with the ability to multi-task/prioritize workload to ensure timely, efficient and accurate execution.
• Associate Degree/Bachelor Degree or transferrable experience for position.
• Excellent interpersonal and communications skills both written and oral.

• Proven ability to effectively multi-task and assist clients/internal partners through various methods of communication. (e.g. online application, phone, chat, in-person, email etc.)
• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues.

Technology Skills:

• Strong technical skills including MS Office: Excel, Word and PowerPoint
• Prior experience with Salesforce and Core Banking systems is beneficial but not required. Other CRM experience is a plus.
• Jack Henry/SilverLake, FiServ banking application experience or similar systems is a plus but not required.

Please note that this role requires on-site presence, while the Bank has a hybrid schedule it is dependent on the position, the hiring manager and business needs. Some roles are required to be 5 days in the office.

Compensation
The expected annual salary for this position is between $60,000 and $75,000 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also includes eligibility for an annual bonus, medical, pharmacy, dental, and vision plans, life and disability insurance, employee wellness program, retirement and savings plans with employer contributions, generous holiday and paid time off schedules, parental leave, and tuition reimbursement.
Additional Information
The Bank Will Make Reasonable Accommodations To The Following Employees To Allow Them To Perform The Essential Functions Of Their Position, Except Where Doing So Would Result In Undue Hardship To The Bank

• Those with a known mental or physical disability.
• Pregnant individuals and/or individuals with pregnancy or childbirth-related medical conditions.
• Victims of domestic violence, sex offenses or stalking.
• Employees with religious observance and practice obligations.

Any employee who believes he or she needs an accommodation for any of the above reasons should contact their supervisor or a member of Human Resources to request such an accommodation. In each case, the Bank will engage in a good faith written or oral dialogue concerning the individual’s accommodation needs; potential accommodations that may address the individual’s accommodation needs, including alternatives to a requested accommodation; and the difficulties that such potential accommodations may pose for the employer.
The Bank retains the ultimate discretion to choose the appropriate reasonable accommodation. Upon reaching a final determination at the conclusion of the cooperative dialogue, the Bank will provide the requesting individual with a written final determination identifying any accommodation granted or denied. In addition, the Bank will maintain any information regarding the employee’s request and status in the strictest confidence, except as requested by the employee, as required on a need-to-know basis or as otherwise required by law.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
All your information will be kept confidential according to EEO guidelines.
We are operating on a Hybrid schedule.
NO AGENCIES PLEASE.
IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.
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