Personal Banking Officer – BSC

The Personal Banking Officer in the Banker Service Center (BSC) Department supports customers, branches, Wealth Management, and digital banking channels by delivering responsive service, account support, and relationship-building assistance. This role reviews and supports digital banking and online account opening requests, processes account maintenance and banking transactions, resolves customer inquiries, and helps identify opportunities to meet customer needs through bank products and services.

• Support branches, Wealth Management Division, and digital banking channels with new and existing customer relationships, account opening, and account servicing.
• Review digital banking and online account opening applications, including approval/decline decisions, documentation validation, and customer follow-up.
• Process account maintenance and service requests, including address changes, stop payments, account closings, transfers, check orders, CD reinvestments, wire transfers, ACH requests, and related transactions.
• Provide timely and professional assistance to customers and internal departments, including responding to online account opening inquiries and supporting the contact center email box as needed.
• Build and maintain customer relationships by identifying needs, explaining product benefits, and cross-selling bank products and services.
• Assign and monitor KACE tickets to ensure service requests are completed accurately and within established service level expectations.
• Support BSC reporting, including key performance indicators, customer service trends, and process improvement recommendations.
• Use AI-enabled tools appropriately to support customer research, case documentation, reporting, and internal communications, while reviewing outputs for accuracy, tone, and compliance.
• Comply with all applicable operational, CIP, KYC, BSA/AML, privacy, security, and regulatory requirements.

Education/Experience:

Requirements

1. Two Year College Degree in Business Administration.
2. 5+ years of banking experience required, directly related to servicing customers in retail banking branch operations.
3. Experience using AI-assisted customer service tools (e.g., chat/knowledge assistants) with demonstrated ability to validate outputs, document decisions, and follow data privacy and compliance requirements.

Combination of education and experience will be considered.

Skills & Competencies

1. Knowledgeable of banking laws and applicable compliance regulations such as the Bank Secrecy Act/AML and Patriot Act.
2. Knowledgeable with Fedlink, Pure Cloud, Finser and KACE applications
3. Must be able to understand and implement job related policies and procedures.
4. Experience working in a team (sales and service), and high-quality service advocacy.
5. Ability to work in a fast-paced environment.
6. Ability to resolve problems and adjust tactics in response to changing circumstances.
7. Ability to prioritize, budget time and maintain work priorities.
8. Ability to work a flexible schedule based on department needs.
9. Knowledgeable in internal bank operations (wire transfers, debits/credits and loan payments) and of banking products to cross-sell.
10. Knowledgeable on X-Pert AML applications.
11. AI tool literacy (prompting and query skills) to efficiently retrieve accurate information, summarize cases, and draft internal and customer-facing communications with appropriate human reviews.
12. Strong data handling discipline when using AI-enabled tools, including avoiding entry of sensitive customer information and following retention, confidentiality, and security guidance.
13. Ability to use AI-assisted quality checks and maintain clear, auditable case notes documenting rationale for approvals/declines and any escalations.
14. Must possess excellent organizational, analytical, interpersonal, written and verbal communication skills (English/Spanish required).
15. Computer knowledgeable in MS Software, (e.g. Excel, Word, and Outlook).

Preferences

• Bachelor’s Degree in Business Administration (Finance preferred) with
• 2+ years of banking experience required, directly related to servicing customers in retail banking branch operations
• Microsoft Copilot for Microsoft 365 Training
• Google AI Essentials

Licenses/Certifications

• None