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Title: Digital Branch CSR Department: Operations Reports to: Operations Manager Overview: The Digital Branch CSR is responsible for completing various activities such as setups, troubleshooting, research and day-to-day support of all Digital Channel products Essential Duties: Provide Digital Banking expertise for Metro City customers with Digital Banking needs, including hardware and software troubleshooting and diagnosis. Be one of the go-to people for Digital Banking knowledge in the bank, including knowledge of processes, systems, policy, and procedures. Process Digital Banking operational functions; complete and maintain Digital Banking products and service documentation, procedures, and forms. Proactively look for ways to solve Digital Banking problems and to improve Digital Banking processes, reporting, etc. Ensure remarkable customer experiences in our digital and remote service channels. Resolve customer complaints and issues promptly and communicate all customer service-related issues/problems to management. Maintain knowledge and ensure compliance with all applicable State and Federal banking regulations, bank policies, and procedures, including but not limited to the Bank Secrecy Act/Anti-Money Laundering Program and Information Systems Security Policies. Timely completion of Compliance training. Monitors and reports suspicious activity to the BSA Officer Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals Promote and maintain positive relations with all contacts, customers and potential customers Open new accounts Update and maintain customer information Perform all duties in compliance with BSA/AML regulations and requirements Ensure proper customer information is collected and OFAC verification is performed before opening an account Perform Risk Rating Assessment and Due Diligence for all customers Previous Work Experience: Customer Service Experience Previous Banking experience Preferred Previous experience with FIS Horizon Deposit origination preferred Software skills including Microsoft Office, Adobe, Internet, and Email Ability to write routine reports and correspondence Ability to speak effectively before customers or employees of organization English/Korean or English/Chinese - Bilingual skills preferred Work Environment: This job operates in a professional work environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines Physical Demands: While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. AAP/EEO Statement: Metro City Bank is an Equal Employment Opportunity/Affirmative Action Employer with regard to Females, Minorities, Veterans and Disabled Persons Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 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 e ployees 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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity