Service Support IV

Citizens Business Bank•Laguna Niguel, CA

About The Position

The Service Support IV performs a full range of operations duties and may lead staff at the direction of the Service Manager and/or Lead Service Support. The role fills in for non-exempt positions, including Service Support Lead, Service Representative, Financial Sales Representative, Vault Representative, and Merchant Services Representative. The employee works with the Service Manager and Lead Service Support to maintain coverage during planned and unplanned absences. The position requires organization, self-motivation, flexibility, and effective multitasking, as well as the ability to perform the duties of each covered position satisfactorily. The role provides customer service in person and by phone in accordance with the Bank’s Customer Service Standards and promotes The Citizens Experience to internal and external customers. Duties include processing levies and subpoenas, performing certifications, discussing financial services with customers, renting safe deposit boxes, investigating and correcting errors, maintaining ATMs, executing wire transfers, and following up on dormant accounts. The position may be assigned cash and may use it daily. Other duties may be assigned.

Requirements

High school diploma or GED, or one to three years of experience as a teller and in new accounts at a financial institution.
Ability to perform each essential duty satisfactorily.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence and effectively present information in one-on-one and small-group situations to customers, clients, and coworkers.
Ability to add and subtract two-digit numbers and multiply and divide with tens and hundreds, including using American money and units of weight, volume, and distance.
Ability to use common-sense understanding to follow detailed but uncomplicated written or oral instructions and solve problems involving a few concrete variables in standardized situations.
Ability to meet the stated physical demands, with reasonable accommodations where applicable.

Nice To Haves

Experience with certifications, dormant accounts, levies and subpoenas, and work as a merchant services representative.

Responsibilities

Comply with and stay informed about applicable policies, procedures, and federal and state laws.
Process levies and subpoenas.
Perform certifications.
Interview customers to gather information and explain available financial services, including savings and checking accounts, IRAs, certificates of deposit, savings bonds, and securities.
Rent safe deposit boxes and admit customers to the safe deposit vault.
Answer customer questions, investigate and correct errors, determine their causes, and help prevent them from recurring while maintaining a positive customer experience.
Handle assigned cash, which may be used daily.
Service and maintain ATM machines.
Execute wire transfers of funds.
Follow up on dormant accounts.
Fill in as needed in all non-officer positions.
Provide, present, and promote The Citizens Experience to internal and external customers.
Interact directly with the public, face-to-face and by phone, in accordance with the Bank’s Customer Service Standards.
Perform other duties as assigned.