POSITION DESCRIPTION

POSITION/ TITLE: Consumer Compliance Specialist
DEPARTMENT: Risk Management
CLASSIFICATION: Non-exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: Regulatory Compliance Officer (“RCO”)
POSITION SUPERVISED: N/A

POSITION SUMMARY

As directed by the RCO and/or the Bank’s Chief Compliance Officer (“CCO”), including the CCO's role as Community Reinvestment Act ("CRA") Officer, the primary function of this position is to support the day to day administration of the Bank’s Deposit, Lending, Consumer Complaint and CRA compliance programs.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Assist the RCO with the implementation and oversight of the Bank’s Compliance Program, most notably its Consumer Compliance Monitoring Program (“CCMP”), including coordination of CCMP with outsourced / third party vendor.
• Assist with the coordination of compliance related regulatory examinations, internal audits and CCMP reviews with various stakeholders, including and third-party vendors and communications with appropriate Department Managers to ensure scheduling dates and scope of reviews.
• Handle the collection, uploading and retention of documentation for all compliance related Examinations, Third Party Audits and Monitoring Reviews. Ensure compliance audit and monitoring reports are completed and issued in a timely manner; follow up on outstanding issues.
• Assist in the development, implementation, and/or testing of new business line products, services, programs, or branch/ATM initiatives, to ensure procedures, processes, controls, timing, documentation, and training are compliant, as they relate to federal deposit, loan and advertising regulations.
• Oversee the Bank's Consumer Complaint Program and Procedures, to include complaint documentation and log monitoring, maintenance and retention, employee training and communications.
• Ensure the proper collection, retention and future reporting of CRA eligible Donations, Investments, Community Development Loans, including Affordable Housing Loans, and the Bank’s Community Development Services and Activities, along with supporting documentation purposes.
• Ensure that the federally required content of the Bank's CRA Public File in each branch location is complete, up-to-date, accurate and uniform, along with proper posting of each branch’s CRA Notices.
• Assist CRA Officer by providing maintenance, follow-up and support for the Bank's CRA data collection, tracking and reporting.
• Ensure that any and all Bank media which market its products and services and enhance the Bank's image (collectively, “creatives”) are compliant with all applicable laws and federal regulations, maintaining files for all approved creatives.
• Providing assistance to designated staff members as it pertains to all Branch or ATM openings, closings and relocations. This includes the coordination, monitoring and approval of required signage and marketing initiatives, as well as ensuring federal and state required documentation.
• Assist with Federal and State compliance issues, such as complaints, investigations, concerns, appeals, grievances.
• Based on RCO direction, facilitate the development and presentation of enterprise wide training on deposit, lending and CRA related laws and regulations as needed.
• Advise CCO or RCO as to regulatory changes pertaining to deposit, lending or CRA regulations which need to be incorporated and implemented into policies and procedures within designated/required timeframes.
• Maintain updated knowledge on the various regulations related to this position, effectively assisting in the implementation of compliance projects, processes and initiatives.
• Maintain current policies and procedures pertaining to compliance regulations.
• Undertake special projects related to job function and or other duties as determined by the RCO.

EDUCATION &/OR EXPERIENCE

• Post-secondary education and/or a college/university level degree in a business discipline is highly preferred.
• Minimum of three years of experience in compliance, deposit, lending, and/or branch operations is required, five years is preferred.
• Strong working knowledge of federal deposit, lending, CRA, consumer complaint and marketing/advertising policies and procedures, federal laws and regulations.

OTHER SKILLS/QUALIFICATIONS

• Excellent verbal and written communication skills, in order to interact with all levels of internal and external stakeholders effectively, including proofing and grammatical competency.
• Self-starter and self-motivator requiring minimal supervision.
• Ability to recognize potential problems, taking appropriate risk based corrective action, including escalation to their leadership.
• Well organized, accurate, and attentive to details.
• Ability to multi-task and remain flexible to withstand unpredictable changes to schedules and deadlines, incorporating a willing and cooperative nature in assisting others.

PHYSICAL DEMANDS

There are no unusual physical demands for this job. Must be able to do sedentary work. May occasionally have to lift-up to 10 pounds, typical of most office positions, and the demands referred to are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Be accustomed to a professional business office environment in manner and dress. Demonstrate excellent human relations skills with customers and Bank employees. Must be willing to participate as a team member.

COMPLIANCE WITH REGULATORY REQUIREMENTS

Each employee is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable Citizens Bank & Trust, policies and procedures. When an employee has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures.

POSITION DESCRIPTION

POSITION TITLE: Private Banker
DEPARTMENT: Wealth Management
CLASSIFICATION: Exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: Director of Wealth Management
POSITIONS SUPERVISED: None

POSITION SUMMARY

Private Bankers are responsible for attracting wealthy, affluent and professional customers to Citizens Bank & Trust. They also work to bring in new customers who are considered “centers of influence” in the community. The bankers often meet their clients outside of the bank at a time and place convenient to the clients, and strive to give exemplary service in their market segment.

Private Bankers often coordinate guidance of their clients’ financial affairs with other trusted advisors, such as attorneys, accountants and insurance agents. In addition, they are often the primary contact in the relationship that their clients have with other Citizens Bank & Trust team members (commercial lenders, trust advisors, etc.). Therefore, the private bankers are continually reaching out to centers of influence within the community and within our own company, so that the bankers will be well-known and highly regarded by other advising professionals.

Private Bankers have production goals for new business into the bank, including deposits, loans, and investment management services.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Outside calling efforts on wealthy, affluent and professional customer prospects
• Coordinate the client’s entire banking and investment relationship with other bank associates
• Gather all documentation needed to process loan applications, and open deposit and investment accounts
• Discuss and analyze various loan strategies, and take loan applications
• Recognize investment, financial planning and estate planning opportunities for referral to other bank associates
• Attend community events, sometimes after hours, to develop connectivity with key centers of influence and potential new clients
• Work with all other lines of business in the bank, to meet the needs of your customer

OTHER SKILLS/QUALIFICATIONS

• Knowledge of Microsoft Outlook, Word and Excel
• Be familiar with federal bank regulations, as well as compliance requirements as it pertains to investment management
• Thorough knowledge of lending and deposit policies and procedures, including strong lending knowledge
• Strong knowledge of personal finance management, especially as it pertains to wealthy individuals
• Excellent customer service skills
• Requires the ability to multi-task and make sound decisions quickly
• Good phone etiquette, as well as good overall business and social etiquette

EDUCATION &/OR EXPERIENCE

• High school diploma or GED (General Education Degree) required
• Bachelor’s degree in Finance or Accounting preferred
• Extensive banking experience required
• Investment Advisory (Series 7 license) or Trust Department experience preferred
• General knowledge of the marketable securities industry
• Business development experience required
• Community involvement preferred

QUALIFICATIONS

• Excellent verbal and written communication skills
• Basic computer skills
• Must be well organized, accurate, and attentive to detail
• Demonstrates excellent customer service consistently
• Must be able to deal with stressful situation
• Must be able to multi-task
• Must have the ability to call upon wealthy and affluent customers and prospects, and discuss strategies involving investment management, loans and depository services
• Position may require the ability to work before or after normal business hours to attend various employee meetings, training sessions, and community events supported by the bank

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand and walk, and their hands to type on a computer, carry documents, and have ability to talk clearly and hear conversations which may take place in noisy locations, such as restaurants or other social settings. The employee is frequently required to walk and reach with hands and arms. This employee is also required to sit at a personal computer for extended periods of time. He/she is occasionally required to climb or balance, stoop, kneel, crouch or crawl. The employee must also be able to lift and move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

40 hours per week; may need to work overtime when duties require doing so. Will be required to work in the Saturday schedule rotation; and may be required to attend business and social events after normal work hours. Must be accustomed to professional, business office environment in manner and dress. Must demonstrate excellent human relations skills with customers and bank associates.

COMPLIANCE WITH REGULATORY REQUIREMENTS

Each associate is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable programs, policies and procedures. When an associate has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures. If employee holds professional certifications which are a requirement of their job, they will maintain all certifications and license, including continuing education, testing requirements, etc.

POSITION DESCRIPTION

POSITION TITLE: Teller & Customer Service Representative Floater – Full-time
DEPARTMENT:
CLASSIFICATION: Non-Exempt

REPORTING RELATIONSHIP

POSITION REPORTS TO: SVP & Retail Administrator
POSITIONS SUPERVISED: None

POSITION SUMMARY - Teller

Must provide quality customer service and adhere to the customer service standards as set forth by the bank. Conduct transactions between customers and the Bank accurately by following the Bank’s policies and procedures as well as federal regulations. Recognize opportunities to grow customer’s relationships by referring to other lines of business within the Bank as well as core banking products. Handle routine customer inquiries, problems and maintain favorable customer and employee relations by performing the following duties.

POSITION SUMMARY - CSR

It is this area of the Bank that greets and welcomes potential and existing customers. Responsibility of the associate in this position is to ascertain what the customer needs, and then determine how they can best be served. This position is responsible for the development of new business relationships and maintaining existing relationships. Answer questions on all services the Bank provides and recognizes selling and referral opportunities. Will cross-trains to perform various other duties including the teller line and atm to help the branch function efficiently.

ESSENTIAL DUTIES & RESPONSIBILITIES

Below includes the essential duties & responsibilities, other duties may be assigned.

• Counting and sorting money;
• Process deposits, withdrawals, payments & monetary instruments;
• Balance cash drawer daily;
• Complete Currency Transaction Reports;
• Complete Monetary Instrument Log;
• Adhere to Bank policy and federal regulations;
• Provide quality customer service;
• May be asked to assist customers with safe deposit entry;
• May assume ATM/Vault processing and other duties as assigned

ESSENTIAL DUTIES & RESPONSIBILITIES-CSR

• Always attempt to cross-sell other Bank products and services, creating a more loyal and solid banking relationship.
• Provide quality customer service by adhering to the customer service standards as set forth by the Bank.
• Open &/or close &/or perform maintenance on accounts (checking, savings, CD’s, IRA’s, etc)
• Provide notary services
• Serve as back up teller
• Must be versed in bank operational and depository compliance including but not limited to completing CTR reports and monetary instrument logs

EDUCATION &/OR EXPERIENCE

• High school diploma or GED (General Education Degree) required.
• Computer literacy preferred. Knowledge of Word & Excel a plus.

EDUCATION &/OR EXPERIENCE- CSR

• High school diploma or equivalent.
• Successful completion of in-house training program or other new accounts’ training.
• Six months prior banking experience or related customer service position
• Prior sales experience and cash handling experience is preferred

OTHER SKILLS / QUALIFICATIONS

• Demonstrates excellent customer service consistently;
• Basic computer skills (10 key);
• Communicate well with customers and their team mates;
• Must possess basic language skills to write and speak clearly, effectively and appropriate to business standards;
• Adheres to customer service standards and serve as a role model to fellow associates;
• Must be well organized, accurate, and attentive to details;
• Must be cooperative and willing to assist others;
• Must be able to deal with stressful situations;
• Must be able to multi-task and have thorough knowledge of teller functions and responsibilities.
• Shows initiative and will go the extra mile for customers and the team while working within the scope of Bank policy;
• Position may require the ability to work before or after normal business hours to attend various employee meetings, training sessions, and community events supported by the Bank.

OTHER SKILLS / QUALIFICATIONS - CSR

• Must possess basic language skills to write and speak clearly, effectively and appropriately to general business standards.
• Must have the ability to perform mathematical calculations necessary to execute the duties of the job.
• Must be able to make sound decisions, have the ability to recognize potential problems, and take appropriate corrective action.
• Must be well organized, accurate, and attentive to details.
• Must be cooperative and willing to assist others.
• Must have good listening skills as well as proper phone etiquette
• Must be able to multi-task and work under pressure.

PHYSICAL DEMANDS

To process transactions, handle cash, inspect negotiable instruments and operate required teller equipment, the employee is required to stand for long periods of time and they must possess satisfactory vision and hand/finger dexterity to perform the job duties. At times an employee might need to utilize step stools/small ladders necessitating the ability to climb, balance, kneel, stoop, bend and reach. Employee might be required to occasionally lift or move up to 25 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT

Professional environment working 40 hours per week; may need to work overtime hours when asked. Will be required to work in the Saturday rotation. May be required to work at another branch on a Saturday and/or due to staffing shortages. Must be accustomed to professional, business office environment in manner and dress. Must demonstrate excellent human relations skills with customers and bank associates.

COMPLIANCE WITH REGULATORY REQUIREMENTS

Each associate is responsible for compliance with all applicable regulatory requirements affecting the banking industry as well as applicable programs, policies and procedures. When an associate has supervisory responsibilities, he or she will make certain that their staff understands their responsibilities to comply with applicable regulatory issues and internal programs, policies and procedures.