Assistant Manager, Client Care Center

Cathay General Bancorp • Los Angeles, CA

35d • $29 - $34

About The Position

Responsible for supervising and coordinating all day-to-day activities of a client service team that responds to client questions, issues, and requests. Ensure team members consistently deliver high level quality client service. Assist and support development of department procedures and processes. Ensure regulatory compliance and adherence to bank policies and procedures.

Requirements

• Minimum four years' experience in a banking call center environment with supervisory responsibilities.
• Knowledge of core banking systems, online banking, and call management applications.
• Thorough knowledge of bank policies and procedures.
• Effective verbal and written communication skills.
• Strong leadership skills.
• Ability to multitask and stay organized.
• 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.

Nice To Haves

• College degree preferred but not required.
• Bi-lingual English and Chinese (Mandarin or Cantonese) preferred, but not required.

Responsibilities

• Responsible for daily operational functions which include online banking enrollments, email inquiries/requests, account maintenance, and complaint procedures.
• Provide guidance and support to the client service team for complex client calls, issues and/ or concerns. Assist in resolving escalated operational service requests.
• Monitor incoming and outgoing client calls ensuring that they are answered timely, courteously, professionally, accurately and meet established client service standards. Provide call support as needed.
• Ensure client service specialists comply with Bank policies, procedures, and regulations.
• Supervise department team members , provide training, coaching and contribute with performance evaluations.
• Achieve assigned key department performance metrics for abandoned rates and wait times.
• Manage staff work schedules and monitor workflow and productivity ensuring work shifts are covered and daily operational functions and servicing tasks are completed timely.
• Prepare monthly statistical reporting for management and maintain department records and logs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees