Service Officer

Bank of Hope; Irvine (CA); On-site; USD 33,000 - 41,000; Full time

Job summary

Bank of Hope in Irvine, CA is seeking a Branch Service Officer to ensure efficient day-to-day branch operations while delivering exceptional customer service under the supervision of the Operations Manager.

You will assist with teller duties, uphold security/compliance, and support audits. The role emphasizes proactive customer engagement, problem resolution, and teamwork with branch leadership to grow the client base.

Qualifications

• Minimum education level: High School Diploma.
• At least 3 years of experience in branch operations.
• Fluent English with strong written and verbal communication.

Responsibilities

• Ensure efficient day-to-day branch operations and adherence to policies and security protocols.
• Deliver exceptional customer service and resolve inquiries, acting as escalation point for complex issues.
• Mentor tellers and front-line staff; support back-office tasks and audits as needed.
• Identify cross-selling opportunities and collaborate with leadership to grow the branch’s client base.

Skills

English (Advanced)

Verbal fluency

Multitasking

Communication

Organizational skills

Education

High School Diploma

Job description

The Branch Service Officer is responsible for ensuring the efficient day-to-day operations of the branch, while delivering exceptional customer service. They work under the direct supervision of the Operations Manager and ensures operational efficiency, compliance, and support in all aspects of branch activities.

Branch Operations Support:

• Handle daily operational functions accurately and efficiently, including all other routine transactions.
• Ensure branch compliance with all policies, procedures, and regulatory requirements, including security protocols.
• Assist with teller duties at least 25% of their time including peak hours or staff shortages, processing transactions such as deposits, withdrawals, transfers, and other routine transactions with efficiency.
• Adhere to and enforce fraud detection and prevention protocols, reviewing any suspicious account activity and reporting potential risks.
• Assist with the preparation and coordination of audits, following through on any corrective actions.

Customer Service & Problem Resolution:

• Deliver an exceptional customer experience by assisting with inquiries, resolving issues, and ensuring a welcoming environment for all clients.
• Engage proactively with customers to understand their needs, offering personalized banking solutions that enhance the customer relationship.
• Act as a role model for front-line staff, ensuring that the highest levels of customer service are maintained at all times.
• Act as an escalation point for more complex customer issues and work with other departments to provide effective solutions.
• Identify opportunities for cross-selling and upselling bank products and services, contributing to the branch’s overall sales goals.
• Collaborate with the Branch Manager, Operations Manager and Premier Banking Officer to support customer retention and expansion efforts, helping to grow the branch’s customer base.

Team Support & Leadership:

• Help mentor tellers and other front-line staff on bank procedures, customer service standards, and operational tasks.
• Provide guidance to the team on operational issues and ensure consistent application of best practices.
• Assist with back-office duties as needed, including processing wire transfers, stop payments, and other administrative tasks.

Job Qualifications/Requirements

Education/Credentials

• Minimum Education Level: High School Diploma

Prior Experience

• Required: At least 3 years of experience working in branch operations.

Skills

• English: Written: Advanced Verbal: Fluent
• Required: Ability to manage multiple tasks, projects and deadlines simultaneously.
• Required: Excellent verbal and written communication skills.
• Required: Strong organizational skills with a willingness to adapt to change as needed in a fast paced environment.

Additional Languages: Korean preferred

The salary range for this full-time position is $24.00 - $30.50 hourly + bonus + benefits

Salary ranges are determined based on qualifications, level, and location

Exact compensation may vary based on your skills and experience.

Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.