Uk-bc Service Coordinator

Requisition #1281

**I**NTERNALS ONLY**

**PRINCIPAL ACCOUNTABILITIES**

The Banking Center Service Coordinator will support the BC Operations Supervisor and/or Banking Center Manager in leading and developing BC Service Specialists by providing technical supervisory guidance to ensure qualified service is provided to customers by identifying needs and offering solutions from a range of standard products and services, while managing security, financial and reputational risk. Assignments include more complex and non-routine tasks requiring problem resolution and handling loans of a more complicated or uncommon nature. Position responsibilities include all tasks and skills included in the Banking Center Service Specialist job description plus the below specified additional tasks.

**I. General Tasks and Skills**
- Coordinate and perform ATM servicing and replenishment.
- Assist in scheduling quarterly cash counts when needed and ensure proper staggering.
- Monitor actual USD and local currency cash usage for all cash drawers, and prepare and submit an ATM Cash Limit-Temporary Exception Request or BC Cash Over-Limit Form, when needed.
- Determine cash and financial paper needs and prepare and send order to Main Cash and the local bank, if applicable.
- Conduct Key & Combination and Financial Paper inventories under dual control as directed.
- Maintain local bank account, as applicable.
- Perform cash counts and submit Teller Difference Reports, when needed.
- Handle cash drawer difference resolution and coach associate if needed.
- Handle and resolve end of day center balancing issues.
- Review and ensure timely and accurate submission of Currency Transaction Reports and Transaction Review Forms.
- Prepare and maintenance Night Depository Agreements and accountability of ND containers.
- May be asked to follow up on general ledger items.
- Handle delinquent accounts, and ensure the timely submission of Potential Loss Accounts (PLA) documentation.
- Action monthly reports, or review correctness of actions performed by other associates.
- Handle dormant accounts.
- Handle and resolve issues arising with organizational account holders.
- Provide guidance on the proper preparation of deceased customer and removal of joint account holder documentation.
- Prepare the center to open for business and secure the banking center at the end of the business day.
- Perform Associate Skills Checklist consistently and utilize coaching opportunities to ensure associates are demonstrating the expected Playbook behaviors and adhering to security and information protection guidelines.
- Instruct all staff on the proper use of banking center equipment, ensure equipment is functioning and maintenance orders are requested in a timely manner.
- Review department logs/documentation to ensure accuracy and adherence to policies and procedures.
- Review processes and observe associates to ensure associates are practicing 100% dual control.
- Troubleshoot system issues with internal/external business partners.
- Perform records retention.
- Monitor and order supplies.
- May act as Attendance Administrator.
- Perform other reasonable duties as assigned.
**II. Security**
- Conduct and document monthly alarm component testing and check to ensure that all doors, windows and other barriers have functioning locks.
- Assist with handling and resolving security issues with local authorities and with internal / external business partners, in coordination with BCOS and/or BCM.
- Identify and report areas of risk immediately to management.
- Qualify, train and coach new associates on:

- Work station security, robbery, and bomb threat procedures.
- Protection of confidential and proprietary information.
- Protection of entrusted keys, combinations and codes.
- Fraud prevention, anti-money laundering policy and procedures and any other regulatory compliance policies/procedures.
- Importance of reporting risk when identified.
- Participate in department reviews to ensure the proper removal and storage of confidential information.
- Act as a Key Personnel for Life, Safety & Recovery (LSR) events.
**III. Service Delivery**
- Possess a thorough knowledge of Bank’s products and services.
- Qualify, train and coach associates on:

- Recognizing and utilizing referral opportunities.
- Playbook behaviors while performing as a role model for Community Bank Spirit and Core Values.
- Lobby leading.
- May be required to represent the Bank at command/community meetings.
**IV. Training**
- Coordinate and perform on-the-job training for new associates, provide guidance and coaching as needed and support timely completion of web-based learning paths.
- Provide on-going associate training and guidance in support operational and service excellence by keeping up-to-date on policy and procedure changes.
- Conduct advanced training for associates to increase scope and depth of knowledge.
- Prepare and present Huddles.
**V. Supervisory**
- Supervise a group of associate