Financial Service Officer - Downtown Los Angeles

SUMMARY:

Under general supervision, provides the Area Manager and Relationship Managers customer service by responding to all questions/concerns and executing all transactional requests including opening of new accounts. Assist the officers with promotion and marketing of the Bank’s financial products to both existing and prospective customers. Service can be provided through face to face, telephone, electronic, and written communications. Responsible for proper handling of maintaining private client, professional, and business banking relationships, as well as generating deposit accounts. Assist with compiling Loan Documentation and Loan services. Interfaces with Central Operations, Operations Liaison and other support departments when necessary. Assists with the RM’s Business Development by requests of cold calls, mailers, and inputting of prospects into the Baker Hill program. Recognize and generate cross-sell opportunities to ensure deposit growth and retention. Consulting with customers to assist them in understanding financial products offered compared to their needs and financial circumstances. Complies with all Bank policies and procedures.

DUTIES & RESPONSIBILITIES:

Client Relationship & Service Management

•    Manage and enhance customer satisfaction by delivering superior service and exceeding client expectations.
•    Respond to customer inquiries and service requests via phone, email, and in person; coordinate with internal departments to resolve issues promptly.
•    Address and resolve customer complaints in a timely manner, following the complaint log process to ensure efficient resolution.
•    Assist Relationship Managers (RMs) and Account Managers (AMs) with complex transactions and servicing of deposit and loan accounts.
•    Attend client meetings and sales calls, both in-office and in the field, as needed.

Account & Transaction Processing

•    Support the opening of new accounts by preparing required documentation and ensuring compliance with bank policies and procedures.
•    Process account maintenance activities including boarding, supersedures, and system updates in accordance with policy.
•    Review and complete consumer loan applications with clients, ensuring accuracy and completeness.

Portfolio Management & Business Development

•    Support the management and growth of client portfolios through cross-selling, retention strategies, and proactive client engagement.
•    Assist RMs with business development activities such as cold calling, mailers, and maintaining client/prospect touchpoints in CRM systems (e.g., Baker Hill, Salesforce).
•    Identify and refer cross-business opportunities to appropriate departments to meet client needs.

Compliance & Documentation

•    Maintain up-to-date knowledge of bank policies, procedures, products, and services to ensure accurate and consistent information is provided to clients.
•    Ensure all documentation related to new accounts, loans, and transactions complies with regulatory and internal standards.
•    May exercise limited signing authority and approve transactions such as check encashments and wire transfers when authorized.

Skills & Competencies

•    Strong customer service orientation with excellent interpersonal, verbal, and written communication skills.
•    Demonstrated analytical skills and numerical aptitude.
•    Broad knowledge of bank products, services, and regulatory requirements.
•    Proficiency in Microsoft Word, Excel, and PowerPoint.

POSITION SPECIFICATIONS:

Education: Associate's Degree or equivalent experience.
Experience: 2 years of prior experience in banking or financial services. Previous branch operations experience in a commercial bank environment. New accounts experience preferred. Sales experience desirable.
Skills/Qualifications: A broad knowledge of all bank products, services, regulatory policies, and procedures is required. Excellent interpersonal, as well as oral and written communication skills, are essential. Strong customer service orientation, as well as strong analytical skills, desired. Good numerical aptitude.