Customer Service and Sales Manager - Beverly Hills

Cathay Bank•Los Angeles, CA

About The Position

The Customer Service and Sales Manager supports branch sales goals and oversees customer service and branch operational integrity. The role manages personnel administration and staff development while fostering a service-driven sales culture. It promotes and ensures quality customer service, provides operational support for business development and portfolio administration, and supports customer retention and acquisition by partnering with colleagues across Cathay Bank. The position ensures regulatory compliance and staff adherence to bank policies and procedures, and maintains branch operational integrity. It supports the opening of Cathay Bank’s new Beverly Hills branch, offering the opportunity to contribute to a growing organization focused on community partnership and service. The incumbent supervises Relationship Bankers and operations staff, depending on branch staffing requirements. Responsibilities span sales and service, branch operations, management, and administration. The position may also register as a Mortgage Loan Originator 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 and effectively with bank personnel, corporate clients, and bank customers, demonstrating commitment to quality customer service.
Ensure staff profile customers during new-account openings 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 achievement of 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 conduct marketing activities as needed to help achieve branch growth and profitability goals.
As needed, represent the bank through participation in community, civic, business, industry, and professional organizations and activities.
Direct branch operations, including new accounts, teller operations, and safe deposit box functions; serve as the branch expert on procedures, risk, and regulatory functions.
Ensure compliance with bank policies, procedures, and banking regulations and achieve satisfactory audit ratings; implement controls and oversight 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 Manager and regional management on staff deployment and utilization.
Ensure timely and objective performance reviews for assigned non-officer staff and officers, emphasizing 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, and sick pay.
May serve as the branch Safety Officer and/or Security Officer.
May register as a Mortgage Loan Originator, based on branch or market needs, to support loan inquiries, interview loan applicants, and assist with loan-related functions.