Sr. Client Service Specialist - (823)

We are a bank that strives to be the premier financial partner to our customers in our market segment, and to assist our customers in reaching their financial goals and dreams. We have Integrity in everything we do. We have strategic, effective leadership that inspires everyone around us. We hire exceptional employees who are the most important asset to drive our success. We provide extraordinary service to our customers, both internally and externally.
We are celebrating our 55th anniversary in April of this year, as the first Chinese-American bank in Southern California to now a full-service bank covering nine states and having overseas presence in Asia.
We are CATHAY BANK - www.cathaybank.com
Answers direct incoming telephone calls in accordance with the Call Center phone application and calls related to account services, online banking, mobile banking, and telephone banking. Responsible for telephone banking and online banking, implementation, maintenance and transaction processing.
Answer and direct incoming telephone calls in a timely, professional and courteous manner. Provide quality service and prompt response to all callers.
Identify callers' needs and respond by providing general information or transfer the call to the appropriate area, department or individual within the Bank as appropriate.
Lead and support other employees performing similar duties. Manages more complex customer calls/issues and concerns.
Provide customer service support for telephone banking customers and service set up.
Serves as back-up to supervisor in performing various duties.
Answer all inquiries regarding the Bank's service/product promotions and advertisements.
Answer inquiries regarding any business emergency situation, e.g. power outage, natural disaster.
Ensure customer inquiries and/or complaints are responded to promptly and with courtesy.
Follow established procedures to report or escalate a customer complaint to the appropriate area.
Process online banking applications and provide customer service support for online banking customers.
Review and process the mobile deposits and perform any necessary account entry.
Respond to email inquiries promptly and courteously
Maintain appropriate Call Center records and logs.
Perform clerical functions as required.
Minimum qualifications/requirements:
High school diploma or equivalent. College degree preferred but not mandatory.
Minimum four years of customer services experience.
Minimum two years of online banking system experience.
Knowledge of banking services and operations.
Excellent problem solving and troubleshooting skills required.
Ability to work in a team-oriented environment; demonstrated ability to provide good customer service.
Strong verbal and written communication skills.
Excellent motivational skills.
Bilingual in Mandarin and/or Cantonese plus.
PC proficiency including Excel and Word.
Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.
It is the individual responsibility of every employee to maintain a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures. From time to time, employees may be assigned tasks or duties as deemed appropriate by their supervisors. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibility, duties and skills required of personnel so classified.

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