Customer Service Representative II – Freeport Branch

Position Overview:

The Customer Service Representative II, Freeport Branch, as a member of the branch team, is responsible for contributing to the overall success of the branch by effectively servicing Personal and Small Business Customers through in-branch and telephone inquiries. Success in this role is achieved through meeting the goals negotiated with your supervisor. These goals may include assisting with customer inquiries, meeting service activity targets, setting up alternative delivery services, referring customers to Bank products, and other objectives related to teamwork and personal development. You are also responsible for contributing to efficient service through your daily interactions with customers and other employees. 

Key Responsibilities:

• Initiate customer interactions with a prompt and friendly greeting. 
• Take full ownership of customer inquiries and concerns. 
• Listen actively and communicate effectively to understand customer needs. 
• Identify referral opportunities to the Sales Department, or Corporate and Commercial Services staff. 
• Ensure the branch is effectively merchandised. 
• Ensure compliance with regulatory policies including KYC and AML/CTF standards.
• Handle cash and non-cash transactions—including deposits, withdrawals, and foreign currency sales—within authorized limits and in full compliance with bank policies. 
• Process outgoing local wire transfers, issue bank drafts and manager’s cheques, and facilitate telephone transfers, standing instructions, and foreign currency wire requests. 
• Assist with Visa card renewals, issue new cards, process cash advances (for both BOB and non BOB cards), and fulfill cheque book requests efficiently and professionally. 
• Create and manage Fixed Deposit and BSD Investment contracts, ensuring accurate and clear communication with customers. 
• Post service fees and other essential journal entries related to night deposits, annual charges, and card services, contributing to the accuracy of financial records. 
• Support customer needs for Safety Deposit Boxes and assist in onboarding Night Depository contracts, delivering secure and reliable banking solutions. 

Minimum Qualifications & Experience:

• Institute of Financial Services Certificate or one (1) year of banking experience in a customer service role. 
• In-depth knowledge of branch operations, bank policies and procedures, and bank services.
• Knowledge of specific governmental regulations and banking laws, including anti-money laundering (AML) and suspicious transactions. 
• Basic accounting/math skills. 
• Working knowledge of computers to utilize the bank’s network and core banking applications.
• Strong oral and written communication skills for effective interaction with customers and team members. 
• Excellent time management skills with the ability to prioritize tasks efficiently.
• Ability to work as a team member with other branch staff. 
• Ability to operate a variety of standard banking office equipment, including computer applications, printer, fax machine, photocopier, money counter, and other equipment. 

Why Join Us?

• Be part of a high-performing team that values innovation and excellence. 
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan. 
• Be part of a team that values your expertise and invests in your success!