Service Officer

About the role

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

Responsibilities

• Handle daily operational functions accurately and efficiently, including routine transactions.
• Ensure branch compliance with all policies, procedures, and regulatory requirements, including security protocols.
• Assist with teller duties at least 25% of the time, including during peak hours or staff shortages, processing transactions such as deposits, withdrawals, and transfers.
• Adhere to and enforce fraud detection and prevention protocols, reviewing suspicious account activity and reporting potential risks.
• Assist with the preparation and coordination of audits, following through on corrective actions.
• Deliver an exceptional customer experience by assisting with inquiries, resolving issues, and ensuring a welcoming environment.
• Engage proactively with customers to understand their needs and offer personalized banking solutions.
• Act as a role model for front-line staff, maintaining high customer service standards.
• Serve as an escalation point for complex customer issues and collaborate with other departments for effective solutions.
• Identify opportunities for cross-selling and upselling bank products and services to meet branch sales goals.
• Collaborate with the Branch Manager, Operations Manager, and Premier Banking Officer to support customer retention and expansion efforts.
• Mentor tellers and front-line staff on bank procedures, customer service standards, and operational tasks.
• Provide guidance on operational issues and ensure consistent application of best practices.
• Assist with back-office duties, including processing wire transfers, stop payments, and administrative tasks.

Requirements

• High School Diploma (minimum education level).
• At least 3 years of experience working in branch operations.
• Advanced written and fluent verbal English communication skills.
• Ability to manage multiple tasks, projects, and deadlines simultaneously.
• Strong organizational skills with adaptability to change in a fast-paced environment.
• Korean language skills preferred.

Pay

The salary range for this full-time position is $24.00 - $30.50 hourly, plus bonus and benefits. Exact compensation may vary based on skills and experience.