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.

Responsibilities

• Handle daily operational functions accurately and efficiently, including all other routine transactions.
• Avoid any errors in daily transactions and ensure accuracy.
• Ensure branch compliance with all policies, procedures, and regulatory requirements, including security protocols.
• Absolutely 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.
• Absolutely 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.
• 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.
• 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.
• Absolutely assist with back-office duties as needed, including processing wire transfers, stop payments, and other administrative tasks.

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