AVP/VP, Client Service Manager

Cathay Bank•El Monte, CA

157d•$80,000 - $115,000

About The Position

The AVP/VP, Client Service Manager establishes and manages relationships with commercial clients and provides exceptional internal and external client service. The role is critical to enhancing the client experience for Cathay Bank’s commercial banking and assigned clients. The incumbent may supervise one or more Client Service Officers.

Requirements

Three to five or more years of experience at a mid-size or large lending institution in a similar or parallel role.
Experience with Windows-based applications, including Excel, Word, PowerPoint, and Adobe, as well as CRM and lending systems.
Strong knowledge of products and services typically offered to commercial clients.
Strong knowledge of banking operations, treasury management, wealth management, credit products, and underwriting guidelines.
Ability to work independently and manage competing priorities concurrently.
Ability to manage, prioritize, plan, and develop strategic plans for the department.
Strong professional verbal, written, and presentation skills.
Strong knowledge and understanding of applicable business organizations.
Full knowledge of standard business software, with demonstrated project management, organizational, and analytical skills.
Strong interpersonal and customer service skills.
Ability to achieve goals and resolve issues in a competitive and changing environment.
Ability to work collaboratively with team members.
Familiarity with and compliance with applicable bank regulations, policies, procedures, and processes.

Nice To Haves

A college degree in a business-related discipline is preferred but not required.
Experience with the FIS Platform is preferred but not required.

Responsibilities

Execute transactions and approvals with a focus on operational excellence and due diligence.
Retain and grow client relationships as the primary contact for relationship management activities, day-to-day transactions, and service-related matters.
Partner with Relationship Managers and other team members to onboard new clients and implement products and services.
Recommend, cross-sell, and coordinate implementation of deposit, treasury management, wealth, and international products and services suited to clients and their businesses.
Manage complex client service needs professionally and proactively, and provide prompt follow-up.
Resolve client concerns efficiently, assist team members, and escalate complex or sensitive matters appropriately.
Own a portfolio and be accountable for client satisfaction, retention, and growth.
Engage assigned clients to assess service levels, understand their businesses, schedule appointments, and discuss opportunities.
Build cross-divisional relationships and collaborate internally to understand client needs and provide client-centered solutions.
Identify, evaluate, and manage decisions and situations to limit bank risk while managing client expectations.
Approve checks, wires, and client requests within assigned authority limits.
Maintain accurate client data in bank files and systems.
Onboard, cross-train, and coach new team members and direct reports.
Participate in or lead divisional and area projects and initiatives as appropriate.