Job Description:

Job Category: CUSTOMER SERVICE REP - CA
Requisition Number: PERSO001122
Posted: Dec 16, 2024
Full Time
San Francisco, CA 94103, USA

Job Details

Description

*Bilingual in Chinese (Cantonese or Mandarin) is required for this position. This is a full-time, onsite Floater position. You must be able to travel and commute to different branches in San Francisco based on business needs, and working on Saturdays is required for this role.

About Sterling Bank & Trust, FSB: Sterling Bank & Trust provides a comprehensive choice of banking solutions, innovative loan products, and outstanding personal service to individuals, professionals, businesses, and commercial customers as a trusted neighborhood bank. We're known for highly competitive deposit rates, expertise in mortgage lending, and keeping deposits at work in the local community. Our customers know that they can stop by any branch and be treated like family. Since the Bank was founded in 1984, our customers have trusted us to help them handle their banking and financial needs. With over $2 billion in assets, Sterling Bank & Trust continues to grow better to serve our customers in communities across the U.S

Position Summary:

The Personal Banker I processes various financial transactions and sells financial products and services. Strives to retain present clients and develops new business by extending high quality and efficient Customer Service. On alert to needs of customers and promote additional services or products to customers.

Essential Duties and Functions (include but are not limited to):

• Represents SBT personably, efficiently and tactfully while in contact with the customer either fact-to-face or by telephone.
• Greets customers and thanks them as they leave.
• Facilitates daily financial transactions including opening checking, savings, IRA and various types of depository accounts, contacting customers with maturing certificates, processing deposits, withdrawals and check cashing etc..
• Balances and verifies daily cash including ATM transaction entries.
• Understands and complies with bank policies and procedures.
• Assists customers with questions and concerns on accounts.
• Maintains good attendance record and arrives to work in a timely fashion.
• Must be able to work Saturdays.

• Completes all required product, service, and compliance training as it relates to the position and employment with Sterling and adheres to BSA Policy and procedures.
• Perform all the above duties consistent with professional ethical standards, including reporting any observed ethical violations to the appropriate management, management and/or Board level committees, and/or the Bank’s ethics hotline.
• Other duties may be assigned

Core Competencies:

• Integrity
• Sets high standards of honesty for self and others; transparent intentions
• Self imposes standards of excellence to ensure no aspect of work is neglected
• Demonstrates trustworthiness and takes responsibility for one’s actions
• Keeps commitments that align with Sterling’s Code of Business Conduct and Ethics

• Inclusion
• Treats people with dignity and respect
• Objectively considers others’ ideas and opinions
• Creates a welcoming environment and promotes cultural competency
• Actively seeks opportunities to volunteer and partner with non-profit agencies

• Continuous Learning
• Completes all required training to ensure compliance
• Identifies and participates in learning activities that lead to professional growth
• Stays informed on industry trends and changes to achieve individual, team and organizational goals
• Actively seeks and utilizes feedback to improve and continue to grow professionally within the Bank
• Synergy
• Utilizes oral and written communication to enhance the relationships between teams, customers and the community members
• Collaborates together using teams’ expertise and knowledge to maximize results
• Actively seeks information to understand team members and customers’ circumstances, problems, expectations and needs
• Dedicated to creating opportunities allowing teams and individual reach full potential

Technical Competencies:

• Customer Focus:
• Makes customers and their needs a primary focus of one’s actions
• Builds rapport and cooperative relationships with customers
• Persuasiveness:
• Use appropriate interpersonal styles and communication methods to gain acceptance of a service or idea
• Presents products, services, or ideas in a manner that clearly shows how they meet the customer’s needs and provide benefits

• Attention to Detail:
  • Accurately and carefully follows established procedures for completing work tasks
  • Initiates action to correct quality problems or notifies others of quality issues as appropriate

Required Experience and Education:

• High school diploma or general education degree (GED)
• Customer Service experience and/or training; or equivalent combination of education and experience
• Be able to work on Saturdays
• Bilingual in Chinese (Cantonese or Mandarin)
• Be able to travel and commute to different branches for work based on business needs in San Francisco

Preferred Experience and Education:

• Bachelor’s degree (B.A.) from four-year college or university
• Customer Service skills at a financial institution
• Cash handling experience

Pay & Benefits: At Sterling Bank & Trust, FSB, the pay range only includes base compensation. The base pay range for this role is between $22 - $24 per hour. Your base pay will depend on your skills, qualifications, experience, and location.

Sterling’s compensation and benefits packages are highly competitive. Full-time Sterling employees have access to a comprehensive health care plan, dental and vision coverage, flexible spending accounts, 401(k) plans with matching contributions, PTO, and more.

Physical Demands

While performing the duties of this job the employee may be required to use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to walk and reach with hands and arms and stand for long periods of time. The employee is required to occasionally sit, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Work Environment

Generally, works in an office environment, may occasionally be required to perform job duties outside of the typical office setting such as working a booth or corporate event to further promote Sterling to the market. The employee will be exposed to moderate stress levels associated with the performance of the job duties described above. There may be extended periods of computer and telephone use while performing job duties. Employee will be intermittently seated, standing and/or walking during the course of a normal business day. While every precaution is taken to avoid exposing employees to dangers in the workplace, working in a financial institution may expose employees to certain hazards in the event of criminal activity including robbery and/or attempted robbery.

EOE Statement

Sterling Bank and Trust is proud to be an equal employment employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

California Consumer Privacy Act (CCPA)

The employee will adhere to all Information Security and Privacy Policies along with applicable procedures to ensure that customer information (PII) is not altered and remains accurate and complete. Participation in required training to maintain knowledge of how to ensure all customer information (PII) remains protected is required.

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Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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