The incumbent works as a member of the Client Experience Team to implement and manage quality control systems designed to ensure continuous efficient production of compliant documentation related to account opening, and maintenance. Provides telephone support in assisting loan production offices in opening appropriate types of accounts and gathering required documentation. Reviews legal and account documentation to ensure Bank assets are protected, consulting legal counsel where required for assistance. Under the direction of the Client Experience Manager, assists New Accounts and Loan Production Office staff on departmental procedures, policies, forms and business entity documentation. Ensures compliance with all federal and state laws and regulations. 

Administers and manages the FIS Content Management (FCM) platform, including index creation, file retention schedule administration, and annual purge activities; provides ongoing support and coordinates issue resolution and updates with internal partners and vendors.

Assists with the onboarding of new accounts, performing account maintenance and performing new account/maintenance callback as needed.

Location: Los Angeles, California

Hourly Wage: $24.03 - $31.25

Hybrid Eligibility: Yes

ESSENTIAL DUTIES

1. Assists with administering aspects of the Bank Secrecy Act Compliance Program; assists independent, state and federal regulator auditor inquiries. 

1. Maintains proficient knowledge of the rules and regulations, including but not limited to, the Bank Secrecy Act, USA Patriot Act, and OFAC.

1. Assists in the preparation of Suspicious Activity Reports (SARs) with related narrative and supporting documentation and forwards to their direct manager. 

1. Coordinates with the BSA Officer and the Treasury Management Department to ensure efficient processes between the New Accounts, Treasury Management and BSA Departments. 

1. Prepares work to be processed by gathering information and documents while working with Loan Production Offices.

1. Completes account enrollment by analyzing and auditing documents and forms while adhering to Client Experience standards.

1. Maintains quality service by monitoring standards, advising management of potential problems.

1. Enhances department and Bank reputation by accepting ownership of accomplishing new and different requests; explores opportunities to add value to job accomplishments.

1. Provides technical and statistical expertise regarding New Accounts Documentation, BSA, and regulatory compliance within the scope of New Accounts Operations. 

1. Ensures required forms are completed correctly, timely, and in compliance with account opening, closing, maintenance, and quality control review. 

1. Tracks missing, incomplete and incorrect forms. Ensures proper follow up to obtain the documents and complete the customer request in a timely manner.

1. Coordinates with the Client Experience, Loan Services, and the Treasury Management Department Managers to ensure efficient processes between the collection and scanning of documents. Assists in process improvements.

1. Completes account scanning enrollment by analyzing and auditing documents and forms while adhering to Quality Control standards. 

1. Assists in process improvements for the New Accounts department.

1. Access and reviews reports from the Bank’s OFAC system and FinCEN 314(a) and (b) lists and inquiries; appropriately report positive hits detected by the Bank’s AML or OFAC software system.

1. Possess and maintains up to date knowledge of the various types of consumer and business accounts including certificates of deposits, money market savings and checking accounts.

1. Maintains complete knowledge of account types, products and services and necessary disclosures. Ensures compliance with applicable regulations as they relate to account opening and initial disclosures.

1. Completes required forms at account opening and provides assistance with titling of accounts.

1. Maintains customer accounts and files. Orders banking supplies for customers.

1. Serves as subject matter expert FIS Content Management (FCM) platform, scanning customer files and operating relevant equipment.

1. Performs callback reviews of documentation to ensure customer legal files are complete according to Bank policy and BSA/CIP standards.

1. Processes, solves and answers customer transactions, problems or inquiries efficiently and timely.

1. Responds to inquiries or refers inquiries to the appropriate department or person, and exhibits the necessary follow-through with customers and/or staff involved.

1. Processes, solves and answers complex customer transactions, problems or inquiries.

1. Assures compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations.

1. Completes administrative tasks correctly and on time and supports the Bank’s goals and values.

1. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. 

1. Maintains regular and reliable attendance.

1. Maintains confidentiality of customer account information.

1. Other duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by the incumbent for this job. Duties, responsibilities and activities may change at any time with or without notice.