Operational Branch Services Officer On-Call

Westamerica; Novato (CA); On-site; USD 35,000 - 45,000; Full time

Job summary

Westamerica in Novato, California, is seeking a Customer Service Representative. Responsibilities include providing quality service to customers, promoting financial services, and contributing to team success. Required skills include good customer relations and basic math abilities. This role involves adherence to service standards and the opportunity to cross-sell products. The environment can vary between office and external settings. This position requires the ability to handle various office equipment and demands customer interaction frequently.

Qualifications

• Good customer relations and basic math skills required.

Responsibilities

• Provide quality service to customers.
• Promote sales of bank services and products.
• Deliver service to external customers.

Skills

Customer relations

Basic math skills

Sales skills

Tools

Microsoft-based computers

10-key machine

Job description

Westamerica is among the largest commercial banks headquartered in California. We are looking for outstanding people to join 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: Varies

Required to travel to other branches as assigned by the region.

Job Summary

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 is your time, 24 hours or bust, statement of fact and everybody makes a difference).
• Adhere to QIS standards minimum of 95%.
• Actively contributes to team success through clear and effective communication with co‑workers.
• Make outbound service or sales calls via telephone and written correspondence as directed by the Customer Service Manager.
• Resolve customer problems and answer customer inquiries, ensuring superior customer service standards are maintained.

Sales Support

• Meet goal of $110/FTE per month on average.
• Assist Customer Service Manager 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 & Accountability

• Exercise sound judgement to protect bank assets and control losses.
• Assist Customer Service Manager with Audit readiness of branch.
• Coach/Train staff.
• Meet attendance guidelines.
• Respond well to constructive feedback and work to correct any noted concerns.
• Support Customer Service Manager with teller line coverage and schedules.
• Under the direction of the Customer Service Manager, 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.

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 and 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.

Requirements

Good customer relations and basic math skills required.

Minimum Knowledge, Prior Work Experience, and Skills Needed to Perform Job Functions

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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.

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.

Mental Demands

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

Equipment Used to Perform Functions

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

Decision Making

• 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.

EOE