Senior Specialist - Contact Center
About The Position
Provide quality customer service while answering calls from customers, internal associates and third party inquires. Knowledgeable on deposit products and services, providing solutions depending on client needs. Assist with online/mobile banking services and issues. Awareness of irregular transactions and reporting suspicious/unusual activities to appropriate areas. Understanding of regulatory compliance including BSA, fraud and loss prevention and adherence to Bank of Hope’s policies and procedures. Adherence to schedule and quantitative/qualitative goals. Limited support of other functional areas of Retail Banking and business partners. Open contributor to process/procedure improvements, peer to peer coaching and assist with training/on-the-job-training. Other job-related duties as assigned.
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
- Openness to feedback
- Willingness to ask for help
- Ability to collaborate and help teammates
- Ability to multitask
- Ability to think outside the box
- Ability to use analysis/logic to find solutions
- Ability to adapt to change
- Ability to thrive in high leverage scenarios
- Understanding of regulatory compliance including BSA, fraud and loss prevention
- Adherence to Bank of Hope’s policies and procedures
Nice To Haves
- English and Korean language proficiency
- Mobile device experience
- Previous customer service experience
- Previous call center experience
- Previous banking experience
Responsibilities
- Answering calls from customers, internal associates and third party inquiries.
- Providing solutions based on client needs for deposit products and services.
- Assisting with online/mobile banking services and issues.
- Reporting suspicious/unusual activities to appropriate areas.
- Adhering to schedule and quantitative/qualitative goals.
- Providing limited support of other functional areas of Retail Banking and business partners.
- Contributing to process/procedure improvements.
- Engaging in peer to peer coaching.
- Assisting with training/on-the-job-training.
Benefits
- Bonus
- Health insurance
- Dental insurance
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
