Customer Service Officer

Job Description

Job Description

SUMMARY

The Customer Service Officer is responsible to receive and pay out money, and keep records of money and negotiable instruments involved in financial transactions by performing the following duties. This position is also responsible for developing and managing retail banking relationships in accordance with the Bank’s core values and prescribed sales process. Position identifies all financial services needs and refers to business/commercial, and other banking partners to meet client needs.

Ensures compliance with established Bank policies and procedures. Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: GLBA(Gramm-Leach-Briley Act) , Regulation Z (Truth in Lending Act), Regulation DD (Truth in Savings Act) Regulation B (Equal Credit Opportunity Act), Dodd–Frank Wall Street Reform and Consumer Protection Act (Dodd Frank Act), Elder Abuse Laws, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.

REQUIRED DUTIES

1. Evaluates needs of potential customers and offers appropriate financial products and services.

2. Prepares and compiles new customer application and information to open new accounts.

3. Ensures completeness of documentation on new account set-up including final audit of new account files.

4. Informs and advises customers of status or enhancements to current account productivity, and suggests resolution on account disputes and other account activity.

5. Interviews customers to obtain information and explain available financial services such as savings and checking accounts, Individual Retirement Accounts, Certificates of Deposit, savings bonds, online banking, ATM and debit cards.

6. Helps customer complete application for products or services.

7. Obtains credit records from credit reporting agency.

8. Responsible for admitting customers to safe deposit vault and/or renting safe deposit boxes.

9. Accepts wire transfer requests.

10. Accepts loan payments.

11. Counts and records currency and coin in vault.

12. Inventory Safety Deposit Box Vault

13. Consolidates and balances daily transactions.

14. Responds to customer inquiries and requests regarding account, and addresses customer issues

15. Promotes and cross-sells other establishment products and services as appropriate to customer requirements.

16. Generates new business to assist in meeting establishment profitability goals.

17. Records all transactions promptly, accurately, and in compliance with bank procedures.

18. Assists Customer Service Associates and Financial Services Representatives with more complex tasks to support day to day operations.

19. May assist with overseeing and coordinating the activities of Customer Service Associate and Financial Services Representatives

20. May assist with training employees in customer service and banking procedures.

21. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

22. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

23. Follows policies and procedures; completes tasks correctly and on time; supports the company’s goals and values.

24. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

25. Performs duties specific to the position and other functions as assigned.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High School Diploma and at least five years of related experience and/or training. OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

• Bilingual in English and Korean preferred

• Intermediate skills in computer terminal and personal computer operation, mainframe computer system, word processing, typing and spreadsheet software programs to meet the needs of the position.

• Intermediate math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.

• Exceptional verbal, written and interpersonal communication skills, with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.

• Thorough understanding of management procedures; ability to plan department or Company activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Company activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).

• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.

• Ability to work with no supervision while performing duties.

Pay $36,000 - $55,000 per year. The salary reflects the full, reasonably expected salary range for this position. Salary is based on the candidate’s current experience, education, skills, and abilities related to the position. Successful candidates may be eligible for bonus, stock, commissions, and incentives at the Company’s sole discretion. We offer a comprehensive benefits package, which vary depending on the position ultimately offered. All employees are offered paid sick time off. Depending on the position offered, benefits packages may include vacation leave; paid holidays; medical, dental, vision, life and disability insurance packages for employees and dependents; various other voluntary benefit offers, and optional retirement accounts.

We are an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, genetic information, or military or Veteran status, or any other characteristic protected by law.

The application window for this position is expected to close on November 11, 2026.