Client Service Specialist

Cathay Bank • Los Angeles, CA

9d

About The Position

People Drive Our Success Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At Cathay Bank – we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members’ drive and optimism. Together we can make a difference in the financial future of our communities. Apply today! What our team members are saying: Video Clip 1 Video Clip 2 Video Clip 3 Learn more about us at cathaybank.com

Requirements

• High School Diploma or equivalent.
• Minimum two years of customer service experience
• 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.
• Comfortable with multitasks and work effective through several inquiries/problems simultaneously.
• Excellent motivational skills
• PC proficiency including Excel and Word.
• Ability to multi-task and handle different systems.
• Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.

Nice To Haves

• previous banking/online banking experience preferable.
• Bilingual English/ Mandarin and/or Cantonese preferred.

Responsibilities

• Answers and directs incoming telephone calls related to account services, online banking, mobile banking, and telephone banking.
• Supports client inquiries via other channels including live chat and email.
• Responsible for telephone banking and online banking implementation, maintenance, and transaction processing, ensures compliance with all internal operating policies, procedures , regulatory, and audit standards.
• Operate telephone system to answer and direct incoming telephone calls in a timely, professional, and courteous manner.
• Respond to email inquiries promptly and courteously.
• Provide online client service through a live chat support system.
• Provide real-time support, respond quickly, directly, concisely, and a personalized experience for clients based on their wants and needs.
• Able to respond with the correct solution with easy-to-follow instructions.
• Identify callers’ needs and respond by giving general, routine information; transfer the call to the appropriate area, department or individual within the Bank as deemed necessary.
• Provide quality service and prompt response to all callers.
• Stay informed and current about service/product promotion to answer any inquiry resulting from the Bank’s advertisement.
• Ensure client’s inquiries and/or complaints are responded to promptly and courteously.
• Follow the established procedure to report or escalate client complaints to the appropriate area if necessary.
• Process online banking applications and related services set up and provide client service support for online banking clients.
• Provide client service support for telephone banking clients and service set up.
• Maintain appropriate Client Care Center records and logs.

Benefits

• coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED