Operational Branch Services Officer

Westamerica-Bank; Sanger (CA); On-site; USD 36,000 - 60,000; Full time

Job summary

Westamerica Bank in California is seeking a customer-focused service professional to join our branch team as a Customer Service Associate. You will deliver high-quality service, promote bank products, and support daily operations.

The role emphasizes meeting sales goals, cross-selling appropriate services, handling transactions accurately, and maintaining compliance. You will work under supervision in a busy branch, ensuring a positive experience for customers and colleagues.

Qualifications

• Good customer relations and basic math skills required.
• Experience in banking or cash handling is preferred.
• Strong communication and sales ability.

Responsibilities

• Deliver 5 Points of Service to external customers.
• Cross-sell appropriate products and services to clients and prospects.
• Meet outbound service or sales calls as directed by CSM.
• Assist CSM with internal sales activity for new product and service referrals.
• Provide coverage for operations and platform activities, including opening and closing of accounts.

Skills

Customer service

Sales

Communication

Problem solving

Attention to detail

Cash handling

Education

High school diploma

Tools

Cash register

Job description

Description

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join on our winning team. We reached our current strength because our employees, customers, and shareholders believe in the same fundamental goals: Delivering a wide variety of financial services with a superior customer service guarantee.

Weekly Hours: 40

Under direct supervision: Provides quality service to customers. Promotes sales of Bank services and products.

Essential Functions:

Customer Service

• Deliver 5 Points of Service to external customers. (Your Community Banker, Sundown Rule, It’s your time, 24hrs or bust, Statement of fact, Everybody makes a difference)
• Adhere to QIS standards minimum 95%.
• Actively contributes to team success through clear, effective communication with Co-workers.
• Make outbound service or sales calls via telephone and written correspondence as directed by CSM.
• Resolve customer problems and answer customer inquiries, ensuring superior customer service standards are maintained.

Sales Support

• Meets goal of $110/FTE per month on average.
• Assist CSM with internal sales activity for new product and service referrals.
• Provide coverage for operations and platform activities, including completion of necessary paperwork associated with opening and closing of accounts.
• Cross sell appropriate products and services to clients and prospects.
• Contributes to Key Initiatives.

Decision Making and Accountability

• Exercise sound judgment to protect Bank assets and control losses.
• Assist CSM with Audit readiness of branch.
• Coach / train staff.
• Meet attendance guidelines.
• Respond well to constructive feedback and work to correct any noted concerns.
• Support CSM with teller line coverage and schedules.
• Under the direction of the CSM, provide support with daily operational tasks. Assigned tasks may include processing Branch Capture, certifications, assisting with cash shipments as well as balancing the ATM and Vault.

Security

• Adhere to Control Consciousness policies and procedures.
• Follow branch security procedures in opening, closing, and branch operations.
• Complete regulatory tutorials to ensure understanding of compliance standards and expectations.
• Answer regulatory questions correctly during Audit/Branch Review.

Transaction Accuracy

• Meet established standards for accuracy and compliance with policies and procedures.
• Employee’s cash differences and operating losses are within loss limits and BSA errors within allowable limits

Compliance Responsibilities

• Complete regulatory tutorials to ensure understanding of compliance standards & expectations.
• Answer regulatory questions correctly during Audit/Branch Review.

Promotional Guidelines:

BSO’s are eligible for promotion based upon the following minimum criteria:

• Must be in current position for six months.
• Performance and minimum referral criteria must be met at least four times during the previous six-month period (refer to the “Minimum Monthly Referrals” matrix in Chapter 18 of the Operations Manual for current referral criteria.
• Must not have been on counseling for same six-month period.
• Performance appraisal does not contain a “below expectation” and/or “needs improvement” in any rated category.
• CSM may require additional training/classes based upon specific branch need.

Work Environment:

The work environment described here is representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

Equipment Used To Perform Functions:

10-key machine, Microsoft based computers, fax machine, photocopier, ATM, tube system for drive-up window and Branch Capture equipment.

Decision Making: (Give examples of decisions and recommendations made by incumbent)

• Accept and process check of a bank customer written to a non-customer when the non-customer produces proper documentation.
• Identify best approach to obtain additional data from customer when there appears to be questions about the legitimacy of their requested transaction.

Financial Impact:

Inaccurate transactions will impact branch’s cash balances, decrease teller incentive payouts and may result in customers feeling discontent toward the bank.

Requirements

MINIMUM KNOWLEDGE, PRIOR WORK EXPERIENCE, AND SKILLS NEEDED TO PERFORM JOB FUNCTIONS:

Good customer relations and basic math skills required.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee may be required to use hands to finger, handle, feel, or manipulate computers, calculators, phones and other office equipment and must be able to clearly communicate and write, hear, and talk with co-workers and customers. The employee is required to walk and stand for long periods of time. The employee is required to occasionally reach, sit, stoop, kneel or crouch. The employee may occasionally lift and/or move up to 25 pounds. Specific visual abilities are required in the job including close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

MENTAL DEMANDS:

• Accurately count and dispense funds to customer.
• Recognize opportunities to cross-sell products.
• Respond positively to challenging customers.
• Maintain established service standards.

EOE

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