Assistant Customer Service and Sales Manager

Cathay Bank•Irvine, CA

12d

About The Position

The Assistant Customer Service and Sales Manager supports branch sales goals and oversees customer service, branch operations, personnel administration, staff development, and a service-driven sales culture. The role promotes quality customer service, supports business development and portfolio administration, and partners with Cathay Bank colleagues on customer retention and acquisition programs. The incumbent ensures regulatory compliance, staff adherence to bank policies and procedures, and the branch’s operational integrity. The position supervises Relationship Bankers and operations staff, depending on branch staffing requirements. It directs branch operations across new accounts, teller operations, and safe deposit boxes, serving as the branch’s procedural, risk, and regulatory resource. The role also supports sales and marketing efforts, develops staff performance, and may support mortgage loan inquiries and related functions based on branch or market needs.

Requirements

Three to five years of experience in a similar capacity with management or supervisory responsibilities.
Comprehensive knowledge of branch service functions.
Thorough knowledge of bank policies and procedures.
General knowledge of complex support systems, branch efficiency and productivity, and personnel policies and procedures.
Computer experience with Microsoft Word, Excel, and Outlook.
Good management skills, with emphasis on planning, organization, and scheduling.
Excellent verbal and written communication skills.

Nice To Haves

College degree.
Direct sales experience.
Bilingual English and Chinese (Mandarin or Cantonese).

Responsibilities

Interact professionally with bank personnel and corporate and bank clients, demonstrating a commitment to quality customer service.
Ensure staff profile customers during new-account and teller transactions to identify appropriate cross-selling opportunities.
Develop and track individual performance goals, and coach and mentor staff to meet customer service, sales, and operational requirements.
Establish and manage team and individual sales production goals.
Collaborate with the Branch Manager or Relationship Manager on prospect and customer calls and customer onboarding plans, including product and service setup.
Support business development colleagues and perform marketing activities as needed to advance branch growth and profitability.
When required by branch or market needs, register as a Mortgage Loan Originator, support loan inquiries, interview loan applicants, and assist with loan-related functions.
Represent the bank through participation in civic and community affairs, business and industry organizations, and other professional activities as appropriate.
Direct branch operations, including new accounts, teller operations, and safe deposit boxes, and serve as the branch resource for procedural, risk, and regulatory matters.
Ensure compliance with bank policies, procedures, and banking regulations; maintain satisfactory audit ratings; and implement controls to address deficiencies.
Maintain sound branch operating conditions through daily and monthly operational and reporting reviews and required branch certifications.
Evaluate staffing levels and skills, and work with branch and regional management on staff deployment and utilization.
Ensure assigned performance reviews are completed on time and objectively, with emphasis on development, coaching, customer service, and sales and referral activities.
Recommend hires, transfers, terminations, salary adjustments, performance standards, and reviews.
Approve employee time records, work assignments, vacations, sick pay, and related matters.
May serve as the branch Safety and/or Security Officer.