CA Customer Service Representative (Contract)

CA Customer Service Representative (Contract)

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.

• 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.
• Backup Teller (as needed for Teller on site)
• Participates and collaborates in banking projects as needed.

Qualifications

Technology Skills :

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.

Additional Information

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.

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 :

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.

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.