Operational Branch Services Officer On-Call

Westamerica Bank•Sonoma, CA

1d•Onsite

About The Position

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee.

Requirements

Good customer relations and basic math skills required.

Nice To Haves

Must be in current position for six months.
Performance and minimum referral criteria must be met at least four times during the previous six-month period (refer to the “Minimum Monthly Referrals” matrix in Chapter 18 of the Operations Manual for current referral criteria.
Must not have been on counseling for same six-month period.
Performance appraisal does not contain a “below expectation” and/or “needs improvement” in any rated category.
CSM may require additional training/classes based upon specific branch need.

Responsibilities

Deliver 5 points of service to external customers.
Adhere to QIS standards minimum of 95%.
Actively contributes to team success through clear and effective communication with co-workers.
Make outbound service or sales calls via telephone and written correspondence as direct by the Customer Service Manager.
Resolve customer problems and answer customer inquiries, ensuring superior customer service standards are maintained.
Meet goal of $110/FTE per month on average.
Assist Customer Service Manager with internal sales activity for new product and service referrals.
Provide coverage for operations and platform activities, including completion of necessary paperwork associated with opening and closing of accounts.
Cross sell appropriate products and services to clients and prospects.
Contributes to key initiatives.
Exercise sound judgement to protect bank assets and control losses.
Assist Customer Service Manager with Audit readiness of branch.
Coach/Train staff.
Meet attendance guidelines.
Respond well to constructive feedback and work to correct any noted concerns.
Support Customer Service Manager with teller line coverage and schedules.
Under the direction of the Customer Service Manager, provide support with daily operational tasks.
Assigned tasks may include processing branch capture, certifications, assisting with cash shipments as well as balancing the ATM and Vault.
Adhere to control consciousness policies and procedures.
Follow branch security procedures in opening, closing and branch operations.
Meet established standards for accuracy and compliance with policies and procedures.
Employee’s cash differences and operating losses are within loss limits and BSA errors within allowable limits.
Complete regulatory tutorials to ensure understanding of compliance standards and expectations.
Answer regulatory questions correctly during Audit/Branch Review.
Accept and process check of a bank customer written to a non-customer when the non-customer produces proper documentation.
Identify best approach to obtain additional data from customer when there appears to be questions about the legitimacy of their requested transaction.