Customer Service Specialist I

East West Bank • El Monte, CA

1d

About The Position

The Customer Service Specialist serves as the primary point of contact for customers contacting the bank by phone or chat. This role is responsible for providing exceptional customer service, addressing account-related inquiries, resolving issues, and identifying opportunities to promote bank services while maintaining compliance with banking regulations and security standards. They review call data, monitor performance metrics, and identify trends or issues. Additionally, they may develop reports, recommend process improvements, and provide guidance to junior analysts or team leaders.

Requirements

• Some college preferred, high school graduate or equivalent required
• 1+ years’ experience serving in a customer service role.
• Requires close attention to detail, excellent verbal communication along with interpersonal and client service skills
• Must be able to troubleshoot and resolve customer concerns using critical thinking skills
• Must have strong PC, proficiency with Windows based applications and excellent math aptitude
• Ability to work independently and efficiently in a fast-paced environment
• The candidate must be punctual, maintain a good attendance record, and able to work flexible hours and days
• Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship currently.

Nice To Haves

• Professional working proficiency in Spanish is a plus
• Call center and/or retail banking experience a plus
• Tech savviness and/or experience troubleshooting technical issues a strong plus

Responsibilities

• Answer inbound customer calls in a professional, courteous, and timely manner.
• Provide accurate information regarding banking products, services, policies, and procedures.
• Resolve customer inquiries and complaints at first point of contact whenever possible.
• Deliver a positive customer experience while maintaining high service standards.
• Educate customers on available self-service and digital banking options.
• Assist customers with checking, savings, credit card, loan, and deposit account inquiries.
• Verify customer identity using established authentication and security procedures.
• Process account maintenance requests such as address changes, account updates, and service enrollments.
• Support transactions including transfers, stop payments, and account servicing activities.
• Assist customers with online and mobile banking access and functionality.
• Document interactions and actions taken in the customer relationship management (CRM) system.
• Investigate and resolve customer concerns regarding account activity, fees, fraud alerts, and service issues.
• Research and resolve discrepancies and transaction-related issues.
• Escalate complex issues to the appropriate department when necessary.
• Maintain ownership of customer issues through completion.
• Identify customer needs through effective questioning and active listening.
• Identify and report suspicious or potentially fraudulent activity.
• Achieve productivity goals, including call handling and after-call work metrics.
• Maintain attendance and schedule adherence requirements.
• Meet customer satisfaction and service-level objectives.
• Perform other duties as assigned

Benefits

• Sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.

What This Job Offers

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