Client Care Center Officer
Cathay General Bancorp, Los Angeles, CA, United States
Cathay Bank Team Member
People drive our success. Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At Cathay Bank we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members' drive and optimism. Together we can make a difference in the financial future of our communities. Apply today!
General Summary
Responsible for assisting and servicing clients through inbound and outbound calls. Perform regular daily officer functions which include coordinating daily activities of a client service team and responding to client inquiries. Act as second-tier support for complex account servicing. Provide training and daily supervision to team members. Consistently deliver a high level client service experience. Ensure regulatory compliance and adherence to bank policies and procedures.
Essential Functions
Answer and direct incoming calls in a timely, professional, and courteous manner. Provide coverage for client service specialists when needed including performing daily operational functions, online banking, and related service requests/maintenance.
Support and assist client service specialists with complex client servicing and escalated service issues.
Ensure all daily operational functions including online banking enrollments, email inquiries and voice messages are completed and responded to in a timely manner.
Participate in assigned projects and perform user acceptance testing with system upgrades and enhancements.
Maintain appropriate department records and logs.
Ensure client complaints are promptly resolved following established complaint procedures.
Maintain department abandoned rates and wait times at acceptable levels.
Create monthly work schedules along with department managers and ensure all work shifts are covered.
Provide communication to team members of updates related to products, services, promotions, procedures, and process changes.
Work closely with department managers in team building, mentoring, coaching and staff training.
Reinforce and ensure client service specialists adhere and comply with bank policies, procedures, and compliance regulations.
Qualifications
Education: High school degree or equivalent. College degree a plus.
Minimum three years' customer service experience within a call center environment.
Minimum two years' experience with online banking products.
Minimum two years of banking experience.
Knowledge of complex support application systems.
Skills/Ability:
Strong active-listening and verbal-communication skills.
Exceptional interpersonal and rapport building skills.
Proficient in problem solving.
Knowledge of banking operations and understanding of banking products and services.
Ability to work in a team-oriented environment.
Demonstrated ability to provide exceptional client service.
Ability to multitask and manage time effectively.
Adapt to change within a fast-paced environment.
Proficient with computer applications (Microsoft Word, Excel, Outlook)
Flexible with work hours. Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.
Bi-lingual English and Chinese (Mandarin or Cantonese) preferred, but not required.
Other Details
$24.04 $28.00 / hour Pay determined based on job-related knowledge, skills, experience, and location. This position may be eligible for a discretionary bonus.
Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).
Cathay Bank endeavors to make www.CathayBank.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact, Mickey Hsu, FVP, Employee Relations Manager, at (626) 582-7370 or mickey.hsu@cathaybank.com . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
People drive our success. Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At Cathay Bank we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members' drive and optimism. Together we can make a difference in the financial future of our communities. Apply today!
General Summary
Responsible for assisting and servicing clients through inbound and outbound calls. Perform regular daily officer functions which include coordinating daily activities of a client service team and responding to client inquiries. Act as second-tier support for complex account servicing. Provide training and daily supervision to team members. Consistently deliver a high level client service experience. Ensure regulatory compliance and adherence to bank policies and procedures.
Essential Functions
Answer and direct incoming calls in a timely, professional, and courteous manner. Provide coverage for client service specialists when needed including performing daily operational functions, online banking, and related service requests/maintenance.
Support and assist client service specialists with complex client servicing and escalated service issues.
Ensure all daily operational functions including online banking enrollments, email inquiries and voice messages are completed and responded to in a timely manner.
Participate in assigned projects and perform user acceptance testing with system upgrades and enhancements.
Maintain appropriate department records and logs.
Ensure client complaints are promptly resolved following established complaint procedures.
Maintain department abandoned rates and wait times at acceptable levels.
Create monthly work schedules along with department managers and ensure all work shifts are covered.
Provide communication to team members of updates related to products, services, promotions, procedures, and process changes.
Work closely with department managers in team building, mentoring, coaching and staff training.
Reinforce and ensure client service specialists adhere and comply with bank policies, procedures, and compliance regulations.
Qualifications
Education: High school degree or equivalent. College degree a plus.
Minimum three years' customer service experience within a call center environment.
Minimum two years' experience with online banking products.
Minimum two years of banking experience.
Knowledge of complex support application systems.
Skills/Ability:
Strong active-listening and verbal-communication skills.
Exceptional interpersonal and rapport building skills.
Proficient in problem solving.
Knowledge of banking operations and understanding of banking products and services.
Ability to work in a team-oriented environment.
Demonstrated ability to provide exceptional client service.
Ability to multitask and manage time effectively.
Adapt to change within a fast-paced environment.
Proficient with computer applications (Microsoft Word, Excel, Outlook)
Flexible with work hours. Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.
Bi-lingual English and Chinese (Mandarin or Cantonese) preferred, but not required.
Other Details
$24.04 $28.00 / hour Pay determined based on job-related knowledge, skills, experience, and location. This position may be eligible for a discretionary bonus.
Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).
Cathay Bank endeavors to make www.CathayBank.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact, Mickey Hsu, FVP, Employee Relations Manager, at (626) 582-7370 or mickey.hsu@cathaybank.com . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.