CA Customer Service Representative (Contract)

Company Description

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.

Job Description

Responsible for assisting Banking teams with the handling of all service related matters for their clients including operations, account opening and maintenance, cash management, and loan servicing. Opportunity to join a team focused on new client management to handle account opening (KYC, RFI, ODD) and focus on providing excellent customer service of existing IDB clients.

• Takes full ownership of customer inquiries to help support the retention and further growth of our firm by supporting our Banking teams and clients.
• Effectively manages and utilizes case management tools (including dashboards) to prioritize tasks, monitor progress to meet service level agreements.
• Establishes robust partnerships and open communication with the business, operations, and internal banking teams to effectively liaise, manage workload and help provide a white glove experience for our internal and external clients.
• Assists in the handling of daily reports, funds transfer requests and client requests relevant to the business segment that they support.
• Responsible for collection of documents and liaise with clients, and internal teams for the account opening process and associated tasks related to KYC.
• Performs client call backs to authenticate and verify client requests related to client transactions, account maintenance and loan servicing.
• Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand.
• Independently manage work assignments with integrity and accountability, ensuring all tasks are executed with a strong consideration for client needs and the bank's reputational risk. This includes diligently following compliance guidelines and company policies with exceptional attention to detail.
• Actively collaborate with internal teams to participate in and lead initiatives focused on enhancing client experience, ensuring data integrity, optimizing workflows, and improving case management processes.
• Backup Teller (as needed for Teller on site)
• Participates and collaborates in banking projects as needed.

Qualifications

• 3+ years of experience in financial industry or transferrable skills
• Knowledge of BSA, AML, KYC, and other regulatory requirements related to financial transactions is highly desirable.
• Passion for providing white glove customer service and superb delivery.
• Strong attention to detail, accuracy, and ability to recognize potential fraud or suspicious activity.
• Ability to work effectively in a fast-paced environment while maintaining compliance with all applicable banking laws and regulations.
• Desire to be part of a harmonious team that strives to improve in how we process, deliver and service our clients, actively collaborates to get the job done, and contributes to a work culture that is harmonious.
• Self-starter with the ability to multi-task/prioritize workload to ensure timely, efficient and accurate execution.
• Associate Degree/Bachelor Degree or transferrable experience for position.
• Excellent interpersonal and communications skills both written and oral.
• Proven ability to effectively multi-task and assist clients/internal partners through various methods of communication. (e.g. online application, phone, chat, in-person, email etc.)
• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues. 

Technology Skills:

• Strong technical skills including MS Office: Excel, Word and PowerPoint
• Prior experience with Salesforce and Core Banking systems is beneficial but not required. Other CRM experience is a plus.
• Jack Henry/SilverLake, FiServ banking application experience or similar systems is a plus but not required.

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