Customer Services Specialist/Teller

Job Title: Customer Services Specialist

Department: Consumer Banking - Oakland Branch (401 9th Street, Oakland, CA 94607)

Classification: Non-exempt

Reports to: Branch Manager

Summary/Objective:

The Banking Services Specialist provides a full range of banking services to customers with an emphasis on retail banking products. Under Branch Manager’s direction, focuses on providing service in the areas of account administration, operations, sales and service. Actively cross-sells additional business products such as loans and cash management products through referrals. Develops and maintains relationships with ICBC customers to maximize customer satisfaction and sales opportunities.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.Knowledge of retail banking products, services, and investment industry.2.Knowledge of mortgage processing, underwriting, and closing procedures.3.Explain products and services solutions to customer with financial needs and offer appropriaterecommendations.4.Open new accounts, close accounts, complete deposit tickets, withdrawal slips and money order forms asrequested; input and verify account information in the system.5.Order checks, prepare daily wire transfer report, respond to information subpoenas and levies.6.Process checks and cash deposits, check cashing and withdrawals from account; verify customer signatureson incoming checks.7.Perform end of day proof and balance teller cash box at end of shift.8.Perform remote capture on POD items; prepare currency shipment to FBR, prepare and file CurrencyTransaction Report.

Competencies:

1.In order to perform the job successfully, an individual should demonstrate the following competencies:Manage difficult customer situations; respond promptly to customer requests.

2.Maintain confidentiality.Possess basic math and accounting skills.

3.Follow instructions and pre-established guidelines.

4.Ability to apply common sense understanding when dealing with problems.

5.Bilingual-English and Mandarin is must, Cantonese is preferred

6.Customer orientation, may need to follow up customer call besides of bank office hour

7.Detailed orientation and well-organized skill

8.NMLS is must and previous mortgage loan experience is strongly preferred

9.Need to understand the local and China financial system

10.Have Real estate agent/ broker network is highly preferred

Physical Demands:

This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone. Most work is completed in an office environment. Walking around the office and talking to employees and supervisors is required.

Required Education and Experience:

High school diploma or GED; related work experience in banking or accounting; knowledge of the Bank’s products; ability to determine customer’s needs and suggest other products to them.

Language/Communication Skills:

Must be able to read and comprehend simple instructions, correspondence, memos and procedures in English. Ability to effectively communicate with customers in a pleasant manner; must be outgoing and friendly. Ability to listen carefully to determine what customer may need. Ability to speak Cantonese, Mandarin and other Chinese dialects is highly desirable.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. It is understood and agreed that the employee may be required to perform additional duties as assigned by the employee’s supervisor or Manager.

Risk Management Responsibilities:

Owns the risks they take and are responsible and accountable for ongoing management of risks, including the identifying, measuring, monitoring, assessing (self-assessment) and reporting risk exposure proactively to senior management.