Business Support Officer - Level II (Tobago)

The Business Support Officer (Level 2) assists the Business Operations Manager in ensuring efficient customer service, supervising intraday frontline operations, and ensuring compliance with policies, AML procedures, and regulations.

Job Summary:

The Business Support Officer (Level 2) is responsible for providing support to the Business Operations Manager in the delivery of quality customer service and high efficiency in the Customer Service Area through the close supervision of all intraday frontline operations and ensures that the Branch remains fully compliant with all policies and AML procedures and regulatory and statutory guidelines.

Key Responsibilities:

• Supervises the frontline Tellers to ensure that the bank’s core values are maintained in all dealings through a superior and consistently high quality of service to the Bank’s internal and external customers. Ensures Tellers are always fully compliant with all bank policies and procedures.
• Monitors the daily operations of frontline Tellers and ensures that headcount is at the required level at all times. Identifies and addresses any issues and training gaps immediately with the Business Operations Manager, so as to maintain morale and motivation of frontline staff.
• Ensures Tellers follow through on customer queries, requests and complaints with action plans and obtains resolution within established time-frames.
• Ensures that the lockup process for Cashiers and Treasury Cash is properly supervised through the rostering of officers, thereby securing the Branch’s Cash Holdings in a timely manner and recommends improvement to process where gaps identified.
• Manages the remittance of all excess cash held in the Bank and liaises with the Central Bank of Trinidad & Tobago to ensure timely delivery.
• Ensures daily reconciliation of the Cash Book, ensures that all cash blotters are in balance to the general ledger accounts and that a proper record of cash is maintained to ensure adherence to limits.
• Oversees the operations of both ABM’s and Night Safe ensuring proper procedures during verification and accurate processing.  Ensures accurate, verified and compliant Holding  of the Branch’s Cash Holdings and all controlled stationery and negotiable items held in the Vault jointly with the Senior Client Support Officers and Tellers.
• Ensures that all Audit and Compliance policies and procedures are adhered to in all customer service relations and issues are rectified by the stipulated deadlines and that action plans are put in place to avoid recurrences.
• Prepares monthly reports, completes special projects as assigned by the Branch Operations Manager and performs any other related duties as assigned.