Customer Service Specialist

East West Bank•Pasadena, CA

13d

About The Position

East West Bank is seeking a Customer Service Specialist to join the Specialty Deposit Services (SOS) Department. This department provides specialized banking and treasury management services for professional fiduciaries. The role focuses on supporting customers and building relationships to improve their experience. Success in this position requires strong multitasking and time management abilities.

Requirements

High school diploma or equivalent education with three years of Customer service experience, or an Associate's degree in a related field with two years of customer service experience.
Familiarity with the new account opening process and commercial account structures.
Strong communication skills, both written and verbal, for interactions with internal and external clients and contacts.
Applicants must have legal authorization to work in the United States.
We do not offer visa sponsorship at this time.

Responsibilities

Assist in the timely and accurate opening of new accounts by providing necessary information and collecting required documents from clients.
Act as the primary point of contact for addressing client inquiries, concerns, and service needs.
Support Customer Due Diligence processes to ensure compliance with policy and regulatory requirements, including Anti-Money Laundering (AML), money services businesses, and KYC activities.
Serve as the main contact for account openings and closings, collaborating with various business partners and support teams to resolve service-related issues.
Provide support by preparing documents, conducting research, pulling reports, and maintaining regular communication with clients and prospects through telecommunication, emails and other channels.
Manage daily maintenance of commercial accounts, including fund transfers, stop payments, cashier check requests, overdraft resolution, and handling of return items and NSF cases.
Manage manual outgoing wires, exception wires, new account onboarding, fee waivers/exceptions/refunds, and assist in troubleshooting treasury products in coordination with Global Transaction Services.
Ensure superior client service related to deposits by taking ownership of client needs, issues, and requests, and ensuring their timely and accurate resolution.
Assist in servicing business deposit accounts, including completing necessary forms and documentation, verifying account openings, and addressing NSF/OD and At-Risk items while obtaining necessary approvals for waivers or exceptions.
Support deposit acquisition by understanding business deposit products and collaborating with Relationship Managers to implement recommendations for business deposit services.
May perform other duties as assigned.