AVP/VP, Call Center Team Lead

Cathay Bank•Los Angeles, CA

4d•Onsite

About The Position

The Treasury Management Call Center Team Lead plays a crucial role in managing the internal and external call center. This is an experienced level Treasury Management position responsible for providing day-to-day direction of the Treasury Management Call Center team members. A results driven mindset is important in this role as this crucial role is also responsible for ensuring the delivery of superior customer service by phone and electronic communications. Interface with branch staff (i.e. Branch Managers, Relationship Managers, Tellers), Lenders, Loan and Deposit Operations, Accounting, TMS Officers, etc. to manage the servicing of Treasury Management services. Ability to apply problem-solving skills to guide and assist team members is critical. Comfortable operating in a dynamic and rapidly evolving organization. Incumbent has direct reports.

Requirements

5+ years of Treasury Management Call Center or related experience.
Experience with banking products and services with an emphasis on Treasury management products and services.
Proven professional verbal, written, and presentation skills required.
The ability to work in a team environment; fostering a healthy and collaborative environment with all business partners is needed.
Strong project management, organizational, analytical and problem-solving skills.
Ability to work under pressure.
Great attention to detail.
Excellent customer service skills a must.
Ability to communicate effectively and tactfully with all levels of employees.
Ability to coach, mentor and train others.
English proficiency

Nice To Haves

Bachelor's degree
Knowledge of Treasury and Financial operations is a plus.
bilingual Mandarin and/or Cantonese a plus.

Responsibilities

Responsible for the oversight of the Call Center team.
Oversee the day-to-day operations of the Treasury Management Call Center, which involves providing first level support for all customer inquiries and issues.
Solid knowledge of the various Treasury Management products and services including but not limited to Business Online Banking, Account Reconciliation, Positive Pay, ACH, Tax Payments, Wire Transfers, Cash Vault, Lockbox, and Remote Deposit Capture.
Mentor and train Treasury Management Call Center team members.
Monitor Service Level Agreements to ensure SLAs are met for client satisfaction.
Assist manager in providing guidance and direction to staff, including goal setting, training and development.
Responsible for the call center and the assignment of client issues and inquiries so the workload is balanced ensuring SLAs are met.
Serve as a Subject Matter Expert (“SME”) for the department manager in other functions.
Assist with the calls and client requests, as needed.
Ensure processes meet regulatory and risk management requirements.
Maintain logs, volume activity charts, records and provide management with (daily, weekly, and monthly) requested statistical data.
Serve as backup to other Department Team Leads.
This role is a working Team Lead, which may require the Team Lead to support high profile customers.
Mentor and train Treasury Management Call Center team members.
Assist in staff hiring, coaching and counseling.
Develop written procedures and guides for the Call Center team, as needed.
Demonstrate the ability to work independently, managing to deadlines.
Act independently with infrequent supervision and escalate, as necessary.