Senior Client Services Specialist

East West Bank • San Gabriel, CA

1d • $28 - $35

About The Position

Under supervision, provide service and portfolio support to Relationship Managers and Portfolio Managers,. This position requires multi-tasking skills, ability to prioritize assignments, master internal applications, and communicate with customers effectively.

Requirements

• Possess basic knowledge of banking operations.
• Good communication skills, both written and verbal, in relating to internal and external clients and contacts.
• Strong Customer Service contact handling skills.
• Ability to manage high-volume inquiries in a timely manner.
• Good organization skills.
• Ability to complete all core trainings.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
• Applicants must have legal authorization to work in the United States.
• We do not offer visa sponsorship at this time.

Nice To Haves

• Professional working proficiency in Mandarin is a plus.

Responsibilities

• Have the ability to answer questions and resolve problems. Tasks may include pulling statements, confirm NSF transactions, provide balances, fulfill transfers, process wires, process loan payments, help to communicate with GTS to set up online banking portals, change address, explain account activities, research for suspicious activities, process fraud cases, process credit card applications, etc.
• Have the ability to answer questions and resolve problems for Relationship Managers and Portfolio Managers. Tasks may include making transfers, provide forms needed for specific transactions, how to fulfill internal forms for specific transactions, provide loan statements, research loan amount and payment days, provide balance of accounts, refund and waive fees, receive commercial account opening request and collect KYC documents, etc.
• Work with internal departments to find answers and resolve problems. Be familiar with the procedures, requirements and personnels of these departments. The internal departments include wire department, loan department, Risk Management, BSA, GL servicing, CSBC customer service, CSBC new accounts, Branch support, physical branches, etc.
• Be able to communicate with clients to address bank’s questions/inquiries on suspicious wires, ACH, OD, fraud checks, BSA RFI, etc.
• Open deposit accounts for new and existing clients including setting up online banking access at clients request. Able to work with the clients directly during the process to fulfill all bank’s requirements..
• Submit loan doc requests upon approval of loans and assist PMs to address Loan Doc team’s pending items, questions, required approvals for exceptions. Help PMs to communicate with borrowers in obtaining all required information.
• Handle loan funding / closing upon receipt of executed loan documents. Coordinate / communicate among escrow / title company, borrower, and PMs/RMs to ensure smooth and timely funding/close of loans.
• Taking ownership of client needs and requests, answer questions and fulfill assignments in a timely manner. Be able to prioritize among tasks.
• May perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees