Customer Service Representative/Teller
Los Angeles, California, USA
Company 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 assisting Banking teams with the handling of all service related matters for their clients including operations, account opening and maintenance, cash management, and loan servicing. Opportunity to join a team focused on new client management to handle account opening (KYC, RFI, ODD) and focus on providing excellent customer service of existing IDB clients. This role will primarily focus on the Customer Service Representative aspect with occasional support for the teller function.
Customer Service Responsibilities
Takes full ownership of customer inquiries to help support the retention and further growth of our firm by supporting our Banking teams and clients.
Effectively manages and utilizes case management tools (including dashboards) to prioritize tasks, monitor progress to meet service level agreements.
Establishes robust partnerships and open communication with the business, operations, and internal banking teams to effectively liaise, manage workload and help provide a white glove experience for our internal and external clients.
Assists in the handling of daily reports, funds transfer requests and client requests relevant to the business segment that they support.
Responsible for collection of documents and liaise with clients, and internal teams for the account opening process and associated tasks related to KYC.
Performs client call backs to authenticate and verify client requests related to client transactions, account maintenance and loan servicing.
Effectively handles the timing of communication and response to processing requests, providing instructions, scheduled training, voicemails and emails for both internal partners and external clients to help contribute to our high-touch brand.
Independently manage work assignments with integrity and accountability, ensuring all tasks are executed with a strong consideration for client needs and the bank's reputational risk. This includes diligently following compliance guidelines and company policies with exceptional attention to detail.
Actively collaborate with internal teams to participate in and lead initiatives focused on enhancing client experience, ensuring data integrity, optimizing workflows, and improving case management processes.
Teller activities
Participates and collaborates in banking projects as needed.
Key Teller Responsibilities:
Assist clients with day-to-day banking transactions, including processing deposits, withdrawals, check cashing, and issuing money orders and official checks.
Ensure adherence to BSA/AML and KYC regulations by verifying customer identification, monitoring suspicious activity, and reporting any potential fraud or unusual transactions.
Assist with maintaining accurate records of transactions and customer interactions to ensure compliance with internal policies and external regulations.
Adhere to internal control procedures, security policies, and cash-handling protocols to mitigate risks.
Participate in training programs to stay updated on compliance regulations, fraud prevention techniques, and banking best…