Provide day-to-day personalized customer service following the quality standards defined by the Bank for this client segment
Ensure transactions are processed within service levels by all units of the Bank; escalates to Management issues related to products and transaction processing, and follows through their resolution
Address and solve client concerns, claims and queries, ensuring that the process of customer claim resolution is administered within the established parameters of quality and efficiency
Coordinate with multiple units of the Bank to exceed customer service expectations; and regularly follows up on the status of customer requests
Keep abreast of banking products and services, as well as the processes associated with their delivery
Prepare, upon request, activity reports related to customers' transactions, coordinate credit cards issuance, travel memos, card activation, payments, and temporary credit line increases
Open new accounts, new time deposits and renewals; process the inclusion and exclusion of cosigners and other maintenances, contact customers for the activation of dormant accounts and the update contact information; confirm and process manual and I-wires, reference letters, checkbooks, stop payments, and debit cards
Prepare loan documentation packages collaborating with the respective units, process new Credit Cards and credit line increases through the loan systems. Process loan advances, pay-offs and pay-downs; and prepare and submit for management approval Pledge Releases. Gather documentation and prepare package for PEP's approvals
Assist customers with enrollment of E- statements, for deposit accounts, credit cards and loans.
Obtain required documentation from customers to cure exceptions and past due loans maintaining these indicators within Bank standards
Perform annual review of Pledge Accounts for existing Lines of credit/loans, monitors overdrafts, loan maturities, exceptions, and past dues daily.
Review significant balance changes and anti-money laundering activity reports for AML/BSA purposes validates transactions and supporting documentation with the customer.
Maintain customer files in compliance with regulations. Prepare and update KYC/KYA's and annual certifications of high-risk accounts
Process account closing arising from BSA matters. Respond to OFAC possible hits and contact customer to obtain information as required. Responds to audits of assigned customer portfolio by internal, external and compliance auditors.
Answer BSA/AML inquiries accurately and timely. Report any unusual activity that cannot be validated to BSA liaison and to supervisor. Adhere to compliance policies and procedures
Report and handle fraud cases working with the customers and the Fraud Prevention Unit
Performs additional duties as assigned.
3+ years of experience servicing high net worth customers in a financial institution.
Proven experience selling and maintaining banking products and services including deposit account, time deposits, consumer loan products, credit, and debit cards.
Applied knowledge of banking regulations.
Ability to initiate and establish relationships with colleagues, management, and customers.
Must be fully Bilingual (English/Spanish) - both writing and speaking.
Proficiency using the Microsoft Office Product Suite including Outlook, Word, Excel, and PowerPoint.
Must be a team player, have the ability to work under pressure, conduct business in a professional manner, be able to resolve problems and conflicts, prioritize work and manage time effectively.
Must communicate effectively verbally and in writing
Apply a customer centric approach to customer interactions.
Prolonged periods sitting at a desk and working on a computer.
Gulf Coast Bank & Trust Company offers a full suite of personal & business banking services, including checking and savings accounts with online and mobile banking as well as personal loans, home loans, business loans, wealth management and trust and brokerage services.Our mission is to strengthen our relationship with our customers by combining the values of old fashioned community banking that focus on individualized customer service with innovative, competitive banking products and trust and brokerage services. Simply put, we are The Bank That Cares About You! We are looking for energetic employees who share our passion for serving our customers and our communities in Baton Rouge, New Orleans, and surrounding Southeast Louisiana areas.