Sr. Client Services Officer

Job Summary

Ensure the efficient operation of the branch office by providing daily supervision of the operational functions and in some cases the staff of a full service branch office in a manner which achieves the customer service objectives set by the bank. Responsible for ensuring proper controls and procedures are followed. Assist in the coordination of the operational activities of branch operations and in some cases staff while ensuring superior customer service is provided. May assist in staff training and development.  For smaller branches, works alongside a CSM or Branch Manager at a high level with the ability to act independently as a CSM or Branch Manager in his or her absence.

Duties and Responsibilities

• Provide daily supervision of the activities of the branch functions and in some cases staff and branch operations area in compliance with bank and regulatory policies.
• Maintain a high level of service to Bank Customers.
• Ensure the Bank’s safety and security policies and procedures are adhered to in assigned areas regarding branch cash, teller cash limits, cash drawers, keys and cabinets
• Approve transactions within delegated approval authority.
• High proficiency of all teller, new account, safe deposit, ATM balancing and all related systems platforms.
• Assist in opening new account in the absence of a client service specialist.
• Assist in auditing accounts and the completion of certifications to ensure compliance by staff with all branch related procedures and practices.
• May conduct staff meetings for all operations staff to discuss policy and procedure updates, bank focus, training, etc.
• Assist with conducting performance appraisals for non-exempt operations staff in the banking office, if applicable.   
• Handle complex customer inquiries or unusual or difficult customer problems through direct personal attention.
• Strong interpersonal and communications skills with all levels of bank staff, customers and outside contacts. 
• Interacts with all levels of management, staff, existing and potential customers, Board of Directors and vendors.
• Responsible for identifying cross sell opportunities and acting on them as appropriate.
• Perform other duties as assigned or needed such as daily teller duties; cash handling; opening new accounts, special projects, any operational functions; may be required to become a notary public, working extra hours and travelling to/from any branch.

BSA/AML/Compliance Responsibilities

This position includes direct or indirect interaction with customers and other employees and therefore includes responsibilities relating to BSA/AML.  The employee will have opportunity to examine and view information and documents produced by other employees of the Bank relating to BSA and therefore has the obligation to report suspicious activity to the BSA Officer as appropriate.     The employee is responsible for understanding and following the Bank’s BSA/AML policies including elevating suspicious activity to the BSA Officer.  Additionally, the employee is required to understand and follow the Bank’s compliance program.

Qualifications

• Minimum 4-7 years banking experience.
• Minimum 2 years of lead or supervisory experience.
• Strong knowledge of Bank policies and procedures and regulatory compliance.
• Cash handling experience required.

Competencies

• Customer Focus
• Technical Skills
• Problem Solving
• Motivating Others
• Planning/Organizing
• Training and Development Skills
• Supervisory Skills
• Judgment
• Team Work
• Process Management

Physical Demands

• Regularly required to talk or listen
• Frequently required to use hands and fingers to handle or feel, reach with hands or arms.
• Required to sit for long periods of time
• Occasionally required to stand and walk
• Occasionally required to lift up to 25 pounds
• Specific vision abilities required by this position include close vision and the ability to focus.
• Employee may be required to travel occasionally between banking offices