Senior Specialist - Contact Center

Bank of Hope•Gardena, CA

1d•$24 - $26•Onsite

About The Position

This role involves providing quality customer service by answering calls from customers, internal associates, and third-party inquiries. The specialist will be knowledgeable about deposit products and services, offering solutions based on client needs. Responsibilities include assisting with online/mobile banking services and issues, identifying irregular transactions, and reporting suspicious activities. A strong understanding of regulatory compliance, including BSA, fraud, and loss prevention, along with adherence to Bank of Hope’s policies and procedures, is essential. The role also requires adherence to schedules and performance goals, limited support of other Retail Banking functions, and contributing to process improvements, peer coaching, and training.

Requirements

High School Diploma
1-5 years of prior experience
Intermediate computer and MS Office experience
Excellent written and oral communication skills
Active listening skills
Ability to show sympathy/empathy
Ability to communicate effectively and project a professional image
Open to feedback
Not afraid to ask for help
Ability to collaborate and help teammates
Able to multitask
Able to think outside the box and use analysis/logic to find solutions.
Able to adapt to change and thrive in high leverage scenarios
English and Korean preferred
Mobile device experience preferred

Nice To Haves

Previous customer service experience
Previous call center experience
Previous banking experience

Responsibilities

Provide quality customer service while answering calls from customers, internal associates and third party inquires.
Be knowledgeable on deposit products and services, providing solutions depending on client needs.
Assist with online/mobile banking services and issues.
Be aware of irregular transactions and reporting suspicious/unusual activities to appropriate areas.
Understand regulatory compliance including BSA, fraud and loss prevention and adherence to Bank of Hope’s policies and procedures.
Adhere to schedule and quantitative/qualitative goals.
Provide limited support of other functional areas of Retail Banking and business partners.
Be an open contributor to process/procedure improvements, peer to peer coaching and assist with training/on-the-job-training.
Perform other job-related duties as assigned.