Customer Service Representative - Account Opening Team Leader

Job Description

Job DescriptionCompany Description

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.

Job Description

Responsible for supporting NY Service Manager(s) as escalation point for internal staff as Lead in Customer Support and Account Opening for the Florida Region Banking Team.

• Primarily assist Service Manager as a player coach with managing the day to day service and delivery workload along with the team, helping to manage deadlines and offering peer coaching to Tier 1 & 2 CSRs located in Florida and NY.
• Oversee in real-time service workload and progress by utilizing work office tools (e.g. team mailbox, account opening pipeline, SalesForce dashboards etc.) to ensure that the daily processing of customer requests are executed timely, efficiently, and accurately.
• Serve as intermediary between Relationships Managers and all other departments within the Bank for client service tasks.
• Responsible for serving as point of contact for the team to provide guidance with escalations, high touch items and quality control of sensitive items/KYC updates.
• Responsible for guiding account opening staff with monitoring workload to ensure requests are carried out efficiently, accurately, and in compliance with regulatory standards.
• Effectively utilizes bank applications and case management tools (including dashboards) to prioritize tasks, and monitor progress to meet service level agreements.
• Reviews account opening packages to ensure it was prepared accurately and effectively to meet internal policies/practices, banking regulations, and compliance requirements.
• Establishes robust partnerships and works closely with the business, operations, and internal banking teams to effectively liaise, manage workload, contribute to a positive work culture and productivity with a focus on setting the example of white glove experience for our internal and external clients.
• Conducts training and provides coaching to keep the team updated on procedures, regulations, system enhancements and client communication guidance on call/email handling.
• Participates in partnering with Service Manager and internal stakeholders in achieving organizational goals, a positive and mature approach of considering what is best for the firm, it’s clients, and employees with a passion for organization and improving client service activities.
• Responsible to multi-task by assisting clients/internal partners via various methods of communication (e.g. online application, phone, chat, in-person, email etc.)
• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues.
• Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, bank projects, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand.
• Self-Starter that consistently approaches their work assignments with integrity, accountability and consideration of the client and banks reputational risk which includes following compliance guidelines and company policies with a high level of care.

• Team player that participates in internal activities, testing and initiatives aimed at enhancing client experience, data integrity, optimizing workflows, case management processes etc.
• Participates and collaborates in cross-functional projects aimed at enhancing the client onboarding experience.

Qualifications

Compens

Qualifications

• 7+ years of experience in Banking with experience in either client support/management or account opening/onboarding and KYC updates.
• Desire to be part of a team that strives to improve in how we process, deliver and service our clients, actively collaborates to get the job done, and contributes to a work culture that is harmonious.
• Knowledge of BSA, AML, KYC, and other regulatory requirements related to financial transactions is highly desirable.
• Passion for providing white glove customer service. Excellent customer service and communication skills.
• Strong attention to detail, accuracy, and ability to recognize potential fraud or suspicious activity.
• Ability to work effectively in a fast-paced environment while maintaining compliance with all applicable banking laws and regulations.
• Ability to foster a positive , approachable and solutions oriented environment where team members feel comfortable seeking guidance, knowing that they will be met with support and respect.
• Self-starter with the ability to multi-task/prioritize workload to ensure timely, efficient and accurate execution.
• Associate Degree/Bachelor Degree or transferrable experience for position.
• Excellent interpersonal and communications skills both written and oral.
• Proven ability to effectively multi-task and assist clients/internal partners through various methods of communication. (e.g. online application, phone, chat, in-person, email etc.)
• Utilizes problem-solving skills, sound judgement, creativity, and experience to analyze information to successfully resolve tasks and issues.

Technology Skills:

• Strong technical skills including MS Office: Excel, Word and PowerPoint
• Prior experience with Salesforce and Core Banking systems is beneficial but not required. Other CRM experience is a plus.
• Jack Henry/SilverLake, FiServ banking application experience or similar systems is a plus but not required.

Please note that this role requires on-site presence, while the Bank has a hybrid schedule it is dependent on the position, the hiring manager and business needs. Some roles are required to be 5 days in the office.

COMPENSATION

The expected annual salary for this position is between $90,000-$110,00 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also includes eligibility for an annual bonus, medical, pharmacy, dental, and vision plans, life and disability insurance, employee wellness program, retirement and savings plans with employer contributions, generous holiday and paid time off schedules, parental leave, and tuition reimbursement.

Additional Information

The Bank will make reasonable accommodations to the following employees to allow them to perform the essential functions of their position, except where doing so would result in undue hardship to the Bank:

• Those with a known mental or physical disability.
• Pregnant individuals and/or individuals with pregnancy or childbirth-related medical conditions.
• Victims of domestic violence, sex offenses or stalking.
• Employees with religious observance and practice obligations.

Any employee who believes he or she needs an accommodation for any of the above reasons should contact their supervisor or a member of Human Resources to request such an accommodation. In each case, the Bank will engage in a good faith written or oral dialogue concerning the individual’s accommodation needs; potential accommodations that may address the individual’s accommodation needs, including alternatives to a requested accommodation; and the difficulties that such potential accommodations may pose for the employer.

The Bank retains the ultimate discretion to choose the appropriate reasonable accommodation. Upon reaching a final determination at the conclusion of the cooperative dialogue, the Bank will provide the requesting individual with a written final determination identifying any accommodation granted or denied. In addition, the Bank will maintain any information regarding the employee’s request and status in the strictest confidence, except as requested by the employee, as required on a need-to-know basis or as otherwise required by law.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

All your information will be kept confidential according to EEO guidelines.

IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.

IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.