Customer Service Representative - Account Opening Team Leader

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 supporting and assisting Account Opening Manager as escalation point for internal staff, quality control and lead in account opening for Commercial, Domestic/International Banking accounts and KYC updates.

• Assist Manager and Commercial Banking and CA Private Banking teams with daily processing of customer information and requests by performing various customer service functions, ensuring timely, efficient, and accurate transaction execution.
• Serve as intermediary between Relationships Managers and all other departments within the Bank.
• Responsible for account opening for Lending with monitoring workload to ensure requests are carried out efficiently, accurately, and in compliance with regulatory standards. 
• Responsible for guiding account opening staff with monitoring workload to ensure requests are carried out efficiently, accurately, and in compliance with regulatory standards.
• Effectively utilizes bank applications and case management tools (including dashboards) to prioritize tasks, and monitor progress to meet service level agreements.
• Reviews account opening packages to ensure it was prepared accurately and effectively to meet internal policies/practices, banking regulations, and compliance requirements.
• 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.
• Works closely with internal stakeholders, including Relationship Managers/Bankers, Compliance, Legal and IT, to ensure smooth account opening operations.
• Conducts training to keep the team updated on procedures, regulations and system enhancements.
• Participates in partnering with Account Opening Manager and partners to collaborate in achieving organizational goals and improved client services process.
• Responsible to multi-task by assisting clients/internal partners via 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. 
• Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand.
• Self-Starter that consistently approaches their work assignments with integrity, accountability, and consideration of the client and banks reputational risk which includes following compliance guidelines and company policies with a high level of care.
• Team player that participates in internal activities, testing and initiatives aimed at enhancing client experience, data integrity, optimizing workflows, case management processes etc.
• Participates and collaborates in cross-functional projects aimed at enhancing the client onboarding experience.

Qualifications

• 2-4 years of experience in Banking specifically related to account opening/onboarding and KYC updates.  
• Passion for providing white glove customer service.
• Desire to be part of a 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.
• Bachelor Degree or transferrable experience for position.
• Excellent communication, problem-solving skills, and client skills.

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 ap