Senior Service Representative, Cat Island Branch

Position Overview:

The Senior Service Representative, as a member of the branch team, is responsible for contributing to the branch’s overall success by meeting negotiated goals through the identification and fulfilment of customers’ service needs. These goals include specific customer service activity targets, referrals to alternate delivery services, and promotion of other related Bank retail products and services. Success will be achieved by assisting in the ongoing monitoring, coaching, and performance feedback throughout the year to motivate the desired behaviors within the service team. The Senior Service Representative is also responsible for contributing to the provision of efficient service through daily interactions with customers and fellow employees.

Key Responsibilities:

• Deliver exceptional customer service by accurately identifying, understanding, and resolving customer inquiries, concerns, and service needs
• Process customer transactions efficiently and accurately, ensuring proper posting, balancing, and end-of-day controls
• Open, update, and close customer deposit accounts in accordance with Bank policies, KYC, AML/CTF, and regulatory requirements
• Identify customer needs and recommend appropriate banking products, services, and alternative delivery channels
• Promote the Bank’s products and services while generating referrals to Sales, Personal Banking, or Commercial teams as appropriate
• Ensure all customer documentation is complete, accurate, and compliant with internal policies and regulatory standards
• Monitor customer activity for unusual or suspicious transactions and escalate in accordance with AML/CTF guidelines
• Act as a joint custodian for cash, cards, securities, and vault operations, adhering strictly to security and custodial procedures
• Assist with branch operational duties, including vault opening/closing, ATM administration, cash reconciliation, and reporting
• Support branch operations by assisting with teller end-of-day processes, filing, account maintenance, and office administration
• Maintain confidentiality of customer and Bank information at all times
• Contribute to the achievement of branch service, referral, and operational goals while supporting team performance.

 
Minimum Qualifications & Experience:

• An Associate degree or Institute of Financial Services Certificate required.
• In-depth knowledge of branch operations, bank policies, procedures, and services.
• Knowledge of banking and governmental laws related to money laundering and suspicious transactions.
• Oral and written communication skills to interact with customers and complete documentation.
• Basic math skills to count and dispense cash, perform balancing, and maintain drawer limits.
• Working knowledge of computers and core banking applications; ability to respond to email.
• Ability to perform tasks with speed and accuracy in a fast-paced environment.
• Strong team player with the ability to work collaboratively with branch staff.
• Proficient in operating office equipment (e.g., computer, calculator, money counter, printer, photocopier, fax).
• Security awareness and understanding of risks related to regular handling of cash and routine tasks.
• Team leadership skills to train others and ensure duties are performed to standards.

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!