Service Officer

About the role

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.

Responsibilities

• 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.
• Aid 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.
• 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.
• Work with other departments to provide effective solutions for more complex customer issues.
• 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.
• Aid with back-office duties as needed, including processing wire transfers, stop payments, and other administrative tasks.

Job Qualifications/Requirements

• 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; Ability to manage multiple tasks, projects and deadlines simultaneously; Excellent verbal and written communication skills; Strong organizational skills with a willingness to adapt to change as needed in a fast-paced environment.
• Additional Languages: Korean preferred