Miami
Job Description Functional Title: Customer Service Representative/Teller Supervisor: Branch Manager FLSA Status: Non-Exempt Department: Branch Grade: Job Summary Provides a complete range of banking services to customers including opening and maintaining new and existing accounts. Performs business development duties including cross-selling and refers products and services. Ensures that all account documentation is properly completed and routed to the appropriate department in a timely manner. This position also provides timely and efficient completion of client transactions, while maintaining accurate records and proper handling of all monies assigned. Minimum Job Requirements • High school diploma or equivalent., • At least six months of recent sales or cash handling experience in a retail environment., • Demonstrated ability to deliver excellent client service and provide team support, • Contributes to sales initiatives and cross-sell products and services (sales experience preferred)., • Ability to successfully complete all core and compliance training., • Knowledgeable of computers and standard office equipment., • May require standing for long periods of time while attending customers., • Bilingual skills (English/Spanish/Portuguese) a plus., • Good written and verbal communication skills, • Excellent interpersonal, organizational, and analytical skills., • Knowledge of financial services and regulatory compliance: Consumer Compliance, Deposit Compliance Regulations, Lending Compliance Regulations, Know Your Customer, Customer Identification Program, BSA/Anti-money Laundering, and OFAC., • Demonstrated ability to deliver excellent client service and provide team support., • Excellent follow-up skills., • Proficient in use of the Internet., • Proficient in Microsoft programs: Outlook, Excel and Word, • Proficient in the use of banking software: Horizon, Horizon Teller, FIS Image Center, Verafin, and E-Wire., • Contributes to building a positive team spirit; supports everyone’s effort to succeed., • Commitment to the Bank’s customer service staff members’ promise., • Adherence to Sunstate Bank’s approved Policies and Branch Operations Platform Manual and Teller Operations Manual., • Adherence to Sunstate Bank’s Branch Adherence to Sunstate Bank’s attendance and punctuality policies., • Adherence to Sunstate Bank’s Code of Ethics, Policies and Procedures, • Adherence to Sunstate Bank’s regulatory and compliance training program., • Flexibility to work in any location within the Sunstate Bank system and on Saturdays according to branch schedules.Essential Job Duties and Responsibilities, • Provides a complete range of banking services to customers including but not limited to opening new accounts, maintaining existing accounts and obtaining the necessary and proper information to process new and existing accounts., • Explain the different types of deposit account products and services available to new and existing customers., • Assist customers in selecting the most appropriate products and services to meet their financial needs., • Open new personal and business accounts after performing Chexsystem verifications (including OFAC), reviewing identifications, reviewing required documentation such as articles of incorporation, and performing Sunbiz search and Google string searches as merited for the type of account and in accordance to the Bank’s policies and procedures for deposit accounts., • To perform analysis and reviews of all new accounts documentation to ensure compliance with CIP/CDD/EDD policies and procedures., • Accurately prepare account documentation and perform data entry on Bank’s core system., • Ensures that all new accounts are opened according to bank policy and regulatory guidelines., • Ensures that all account documentation is properly completed and routed to the appropriate department in a timely manner., • Ensures that the risk profiles and risk ratings are established in the Bank’s BSA/AML monitoring system immediately following account opening., • Follows up with account officer to ensure the profiles have been reviewed and approved. As necessary works with account officer to complete pending information., • Uploads documentation for the new account to the Bank’s archival system within the established timeframes., • Promotes and cross sells all Bank products and services including loans, remote deposit services, merchant services, and debit cards., • Provides and maintains a professional and business like atmosphere within the branch, • Promotes and encourages the highest standards in customer service., • Participates in the other branch functions on a daily basis, such as: assisting in the safe deposit box area, assisting officers compiling information related to customer transaction activity, performing change of address, and placing stop payments., • Assists customers with debit card related issues including claims., • Receives and processes customer internal transfer requests adhering to established Bank policies and procedures., • Receives and processes customer wire transfer requests adhering to established Bank policies and procedures., • Promptly greets customers and answers incoming calls providing prompt resolutions to customer inquiries., • Proactively and reactively contacts clients and prospects daily by phone or in person to identify additional client financial needs and strengthen client relationships., • Serves as contact for client problem resolution and perform maintenance for current clients as dictated by the needs of the branch., • Responsible for attending applicable training classes and completing computer based training., • Stays abreast of all policies and procedures to ensure compliance with current guidelines., • Ensures all operations procedures are followed as outlined in the Branch Operations Platform Manual, Teller Manual, and Security Manual., • Undergo periodic training provided by Bank in order to stay current on Bank’s BSA/AML/OFAC program covering both general as well as job specific aspects of the regulations., • Stay alert and vigilant at all times in observing branch customers’ transactions particularly with respect to any activities that could be considered unusual or suspicious., • Performs teller functions as needed., • May perform other duties and responsibilities as needed and requested by Bank management., • Customer Service Representative may be assigned a teller number to assist the teller line during peak times., • Volunteers in bank sponsored community events., • Provides professional client service, which includes, but is not limited to: performing accurate transactions, greeting the client, smiling, using the client’s name during the transaction, and thanking each client for his or her business, • Assists Branch Manager in performing monthly cash counts and negotiable instrument audits., • Assists Branch Manager is performing daily OFAC reviews and verifications., • Provides training and guidance to new tellers., • Serves as a resource to tellers in understanding procedures, reviewing out of balance conditions, and reviewing transactions., • Performs regular paying and receiving functions including:, • Cashes checks and processes withdrawals, pays out money after verification of signatures, customer balances, and OFAC., • Receives deposits, verifies cash, reviews endorsements, and issues receipts., • Receives loan payments after verifying core system., • Sells cashier’s checks after verification of signatures, customer balances, and OFAC (requester and originator). Accurately logs the transaction., • Performs credit card cash advances for customers., • Redeems savings bonds., • Prepare change orders for commercial customers., • Perform ATM cash balancing procedures, replenish cash as needed and processes deposits., • Services Night Drop and processes deposits., • Accurately complete logs for cashier’s checks and currency shipments., • Completes currency transaction reports accurately and documents the nature of the transaction., • Balances cash drawer at the end of the day. Reports any and all discrepancies to the supervisor., • Processes end of day work by running the items through the branch capture system., • Verifies area to ensure all negotiable instruments, teller work, and cash drawers have been secured for branch closing., • Promotes and encourages the highest standards in customer service., • Records daily time worked through the Bank’s timekeeping system., • Maintains controllable differences and forgeries to a minimum., • Ensures all operations procedures are followed as outlined in the Branch Operations Platform Manual, Teller Manual, and Security Manual., • Undergo periodic training provided by Bank in order to stay current on Bank’s BSA/AML/OFAC program covering both general as well as job specific aspects of the regulations., • Performs branch responsibilities as needed by servicing customers and opening accounts., • May perform other duties and responsibilities as needed and requested by Bank management I understand and acknowledge that, in addition to the duties outlined in this job description, I am also responsible for making sure that my duties are performed in full compliance with all of the Bank’s rules, and with all of the state and federal regulations to which the bank is subject. I understand that knowledge of, and adherence to, the Bank’s Bank Secrecy Act/Anti-Money-Laundering/OFAC Program is an important part of my job performance and will be considered a factor for job evaluations and that ongoing BSA/AML/OFAC training will be continuously required during my employment. I agree to address any and all questions I may have about the Bank’s BSA/AML/OFAC Program to the Bank’s BSA/AML Officer. Supervisory Responsibilities This position does not supervise any positions. Physical Demands of the Job While performing the duties of this job, the employee is regularly required to stand, walk, use hands, handle or feel. The employee is required to talk, or hear and frequently sit and reach with arms and hands. This individual will open and push in to close file drawers. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus. May require lifting up to a maximum of 25 pounds of coin trays periodically. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Working Environment While performing the duties of this job the employee is exposed to a controlled office environment. The noise level is moderate. The above items are intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended as an employment contract nor is it intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Acknowledged: Employee’s Signature Manager’s Signature Print Name Print Name Date:_____________ Date
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