CUSTOMER SERVICE OFFICER (BURLINGAME-HOWARD DE NOVO) Job in San Mateo, California US
CUSTOMER SERVICE OFFICER (BURLINGAME-HOWARD DE NOVO)
Headquartered in San Francisco, UnionBanCal Corporation is a financial holding company with assets of $89.7 billion at December 31, 2011. Its primary subsidiary, Union Bank, N.A., is a full-service commercial bank providing an array of financial services to individuals, small businesses, middle-market companies, and major corporations. The bank operated 414 branches in California, Washington, Oregon, Texas and New York, as well as two international offices, on December 31, 2011. UnionBanCal Corporation is a wholly-owned subsidiary of The Bank of Tokyo-Mitsubishi UFJ, Ltd., which is a subsidiary of Mitsubishi UFJ Financial Group, Inc. Union Bank is a proud member of the Mitsubishi UFJ Financial Group (MUFG, NYSE:MTU), one of the world's largest financial organizations. Visit www.unionbank.com for more information. Become part of a team where community, diversity, and exceptional service are part of everyone's job. Invest in you! Reporting to the Branch Manager, the Customer Service Officer assists the Customer Service Manager or other officers with management of office operations. This includes providing exceptional customer service by managing resources, analyzing branch activity, and promoting sales referrals. Ensure office compliance with bank policies and procedures. Provide ongoing staff development relating to technical duties, product knowledge, risk management, and a culture of outstanding customer service. Must ensure that customer issues are handled quickly with a positive outcome. The CSO may receive day to day work direction from the Customer Service Manager. Major Responsibilities: Branch Operations/Customer Service: 35 % Assist with management of branch operations. Ensure that operating procedures are being followed. Minimize operating losses by adhering to policies and procedures of the bank. Ensure that reports and performance reviews are processed in a timely manner. Act as liaison between branch and Support Departments, i.e., BOS, Risk Services, Direct Banking Center, et al. Resolve errors or adjustments effectively and efficiently. Ensure that customer problems and complaints are maintained at a minimum level and are resolved to the customer's satisfaction, professionally, at the branch level. Approve referred items within authorized limits. May prepare branch work schedules using Scheduler 360 (if assigned). On occasion, step in to cover any operational position as necessary. Risk/Compliance: 30% Ensure that branch adheres to regulatory requirements and that all employees develop a satisfactory understanding of all regulations regarding banking transactions and deposit accounts. Attain optimum efficiency and productivity in customer service by managing resources and analyzing branch activity. Training/Coaching staff: 15% Coach and monitor staff to ensure consistent performance of these behaviors. . Provide guidance and training to branch personnel as necessary to perform their job effectively, both technically and with a high degree of product knowledge. Provide cross-training opportunity and direction for the skill and career development of subordinates. Encourage attendance and participation in the bank's training programs and teller certification programs. Customer retention/Sales Referrals: 20% Participate in a customer retention program by making customer retention calls regularly, both in person and/or by telephone contact. Promote sales referrals by demonstrating leadership and modeling the sales culture. The CSO actively supports the programs and goals of Branch and Bank Management. The CSO must be able to operate the office in the absence of other branch officers.