Client Services and Operations Officer - Icon Business Bank

JOB DESCRIPTION

JOB TITLE: Client Services and Operations Officer

DEPARTMENT: Branch Operations

FLSA: Non-Exempt

REPORTS TO: Director of Operations

EFFECTIVE DATE: 8/16/2024

SUMMARY The Client Services and Operations Officer is responsible for processing teller transactions, new and existing account opening and maintenance, addressing or when appropriate escalating client inquiries and or concerns, and complete daily operations task such as reviewing reports, and certifications. This candidate will be the primary in-branch contact including opening and closing as well of running of the branch. When needed, the incumbent will also provide support to the Back Office Operations Manager by completing back office operational task and other duties assigned. The candidate’s success will depend on their ability to work independently, process transactions accurately and efficiently while delivering an exceptional customer experience. Maintaining a professional image in appearance and communication verbal and written is expected.  

The candidate is required to follow and uphold Bank security procedures. This position requires that the individual work independently with very little supervision. Travel to branch offices is required on an as needed basis. Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations. Assists in assurance of satisfactory internal and external audit and exam results.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform all aspects of new account opening procedures including but not limited to collecting and review applicable legal paperwork for business accounts and trust documentation for all Bank products/services.
• Perform deposits, withdrawals, and other teller transactions.
• Manage branch cash including but not limited to cash shipments, reconcile and balance teller cash drawer, cash dispenser, and vault.
• Perform branch operations duties such as review reports, callback, certifications, etc.
• Answer customer inquiries, make appropriate financial solutions and recommendations and assist with problem resolution.
• Perform customer service functions such as check orders, change of address, return mail processing, supersede signature cards, and other account maintenance changes.
• Process Incoming and Outgoing Wires (Domestic and International).
• Maintain confidentiality of customer information as well as Bank proprietary information.
• Provide quality personalized customer service, maintain frequent customer contact to expand relationships and ensure customer retention.
• Maintain open communication with other departments of the Bank and make referrals as appropriate (e.g. Lending Officers, Relationship Managers, Branch Managers, etc.).
• Proactively support branch with new business promotions.
• Detect and report fraudulent or suspicious activities by completing BSA reporting as required, Currency Transactions Reports or Monetary Instrument Reports.

SECONDARY DUTIES AND RESPONSIBILITIES

• Complete exception item processing including but not limited to Non-Posts, Stop Payments, Large Dollar Items, Kiting Suspects, NSF items, and daily recap of posted exception report.
• Process daily Returned Deposited Items.
• Processes and/or provides back up to: ACH daily settlement, ACH Returns, ACH Notification of Change, ACH Notification of Death, ACH Invalid Account Numbers, ACH Prenotes, ACH Reversals, Same Day ACH, ACH exceptions, returns, decedent account reviews, reclamations, and ACH originations.
• Monitor and detect duplicate check suspects.
• Processes and/or provides backup to Remote Deposit Capture review, Mobile Deposit review, Positive Pay, and other Cash Management Services as implemented by the Bank.
• Review suspicious fraudulent items and ensure incoming large checks posting to customer’s accounts meet review criteria.
• Research, process and monitor all fraud claims, credit/debit posting, and adjustment claims
• Perform daily callback of Back Office Operations reports.
• Perform any other duties as requested.

SUPERVISORY RESPONSIBILITIES 

• Manage and oversee all department functions while reinforcing the application of superior customer service through personal example with internal and external clients.
• Treats all people with respect; keeps commitments; inspires trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Shows respect and sensitivity for cultural differences; promotes a working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals’ ability to perform the essential functions.

EDUCATION/EXPERIENCE

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• 3 + years of experience as a Universal Banker or equivalent. A minimum of 12 months of new accounts or relevant banking experience is preferred.
• Excellent communication orally and in writing.
• Must be highly organized and capable of handling multiple tasks concurrently, be able to redirect priorities based upon current workload (ability to react to current situations).
• Comprehensive knowledge of related state and federal banking compliance regulations, Bank policies and procedures, the Bank’s products and services, activities, and terminology.
• Ability to interact with all levels of the Bank.

LANGUAGE ABILITY Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.

MATHEMATICAL ABILITY Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

REASONING ABILITY Define problems, collect data, establish facts and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

COMPUTER SKILLS Required: Microsoft Office Suite (Outlook, Word, Excel, etc.). Ability to navigate within the core and general ledger systems: Silverlake, Synergy, AvidAscend. Adobe (ability to modify, merge, extract and other PDF functions).

CERTIFICATES/LICENSES As needed for completion of job requirements.

COMMITMENT TO COMPLIANCE The Board of Directors and Management of the Bank are committed to maintaining an effective compliance management by fostering a positive environment for compliance throughout the Bank and facilitating a corporate culture which encourages ethical conduct and compliance with Federal and State regulatory requirements, including demonstrating clear and unequivocal compliance expectations for all employees. Employees shall be accountable for performance of compliance duties of their own work and shall maintain a working knowledge of policies and procedures to ensure compliance with all applicable consumer protection laws, rules and regulations governing the Bank, specifically, how they apply to their respective position(s) and/or areas of responsibility.

• In compliance with the Bank’s Ethics and Code of Conduct Policy, employees are required to report to management any activities that are deemed non-compliant for its reporting to the appropriate board-level committee.
• Employee shall also complete (with passing score and before the due date) required training (such as ABA and IT Security training).
• As “satisfactory” results of internal and external audits and exams are critical to the success of the bank; it is the expectation that all bank employees contribute to supporting those results within their assigned scope of work and responsibilities. In accordance with the Bank’s Bank Secrecy Act, Anti-Money Laundering and OFAC (BSA/AML/OFAC) Compliance Programs and applicable implementing regulations, Employee shall maintain basic knowledge of said laws, rules and regulations and shall be accountable for ensuring BSA/AML/OFAC compliance in connection with their position and duties of responsibilities including required training.

CORE COMPETENCIES

• Diversity - Shows respect and sensitivity for cultural differences. Promotes a harassment-free environment.
• Ethics - Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
• Judgement - Displays willingness to make decisions. Exhibits sound and accurate judgment. Supports and explains reasoning for decisions. Includes appropriate people in decision-making process. Understands business implications of decisions. Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification. Responds well to questions. Demonstrates group presentation skills. Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Works well in group problem solving situations. Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions. Follows through on commitments.
• Customer Service - Responds promptly to client and other department needs. Responds to requests for service and assistance. Meets commitments.
• Dependability - Follows instructions and responds to management direction; Takes responsibility for own actions. Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.

PHYSICAL DEMANDS, WORK ENVIRONMENT, SAFETY AND SECURITY

• Occasionally required to stand.
• Occasionally and in some cases frequently required to walk.
• Frequently required to sit.
• Continually required to utilize hand and finger dexterity.
• Frequently and at times continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• The employee may occasionally lift and /or move more than 25 pounds.
• Specific vision abilities required by this job include close vision and distance vision.
• Observes safety and security procedures. Determines appropriate action beyond guidelines.
• Reports potentially unsafe conditions.
• Uses equipment and materials properly. 

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The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals to perform the essential functions. ICON Business Bank is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  EEO IS THE LAW. ICON Business Bank invites any employee and/or applicant to review the Company’s Affirmative Action Plan available for inspection upon request by emailing Human Resources.  If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources at HR@iconbusinessbank.com.