Bank Customer Service Representative-Woodcrest

 

      POSITION DESCRIPTION



 

 

 

CUSTOMER SERVICE REPRESENTATIVE - BRANCH

 

 

 

 

 

 





 





 NON-EXEMPT

 

 

 

PURPOSE AND ESSENTIAL FUNCTIONS

 

Purpose:

Perform a variety of customer relations functions in support of branch operations to ensure compliance with applicable regulations and effective completion of assignments, as well as customer satisfaction.  Support the sale of Banking and MSB products.

 

Essential Functions:

·  Responsible for accurately and efficiently handling a variety of cash transactions in support of customer requests regarding international currency transfers, and other over-the-counter transactions. 

·  Responsible for following established operations policies and procedures including the Bank Secrecy Act (BSA).

·  Handles customer problems and issues brought to their attention, or directs those issues and problems to the appropriate personnel.

·  Responsible for branch cash in their custody.

·  Perform a variety of general office clerical and administrative duties.

·  Assist with opening/closing procedures of the branch.

·  Assist in distributing flyers and promotional items to customers as well as referring the customers to officers.

·  Position requires the ability to work flexible schedules including weekends and in different locations.

·  Perform any and all additional tasks as assigned by company management.

 

KNOWLEDGE, SKILLS AND PROBLEM SOLVING

Knowledge of:

Strong working knowledge of cash handling processes and procedures.

Strong basic math skills.

Strong product and service information.

Strong verbal, written and bilingual (English/Spanish) communication skills and problem resolution techniques.

General office equipment including PC skills.

 

Education:

High school diploma or equivalency. Some college preferred.

 

Skills demonstrated by:

Accurate and efficient performance of cash transactions and appropriate response and/or referral of customer issues and problems.

Maintaining flexibility and demonstrating ability to proactively work with a variety of customers.

 

Types of problems solved and decision making:

Works to proactively respond to customer/branch requests, complaints, issues and problems.

Takes appropriate action to ensure proper compliance with established cash handling policies and procedures.

Proactively promote the Bank’s and MSB products and refer customers to officers.

Refers non-routine and unusual customer problems and issues to department management.

 

WORKING RELATIONSHIPS

 

Reports to:

Branch Manager

 

External:

Routine to moderately complex verbal contact with customers.

 

Internal:

Routine to moderately complex contacts with branch employees and administrative office personnel.

 

ACCOUNTABILITY

Accountable for accurate, timely and effective cash transactions.

Accountable for assisting in the resolution of customer/product complaints, issues and problems.

Accountable for supporting branch operations and sales in assigned functional area.

Accountable for complying with the Bank Secrecy Act, Anti-Money Laundering, Know Your Customer, Suspicious Activities, and the Office of Foreign Assets Control policies and procedures.

 

BBVA Bancomer USA is part of the BBVA Financial Group which has more than

US $520 Billion in total assets, 35 million clients, 7.500 branches and approximately 100.000 employees in 35 countries. The BBVA Group maintains a leadership positioning in Spain, Mexico and Latin America and has started a growth and diversification strategy in USA and Asia.

 

BBVA Bancomer USA is an Equal Opportunity Employer.

 

Member FDIC

 

Please be advised that you will have to perform a detail background check including a drug screening test and fingerprinting as part of the recruitment procedures for the position.