Specialist - Contact Center

Bank of Hope•Gardena, CA

13h

About The Position

The Specialist – Contact Center handles customer, internal associate, and third-party inquiries and requests by phone, including research. The role is in a fast-paced, dynamic environment that requires multitasking, problem-solving, and communication. The specialist provides quality customer service, understands deposit products and services, and recommends solutions based on client needs. The role also assists with online and mobile banking services and issues; identifies irregular transactions and reports suspicious or unusual activity to appropriate areas; and follows regulatory requirements, including BSA, fraud and loss prevention, and Bank of Hope policies and procedures. The specialist adheres to schedules and quantitative and qualitative goals and performs other job-related duties as assigned. The position offers opportunities to learn and grow within the financial industry.

Requirements

High school diploma.
1–3 years of prior experience.
Intermediate computer skills and experience with MS Office.
Excellent written and oral communication skills, active listening, empathy, and the ability to communicate effectively while projecting a professional image.
Teamwork skills, including openness to feedback, willingness to ask for help, and collaboration with teammates.
Critical thinking skills, including the ability to multitask, think creatively, and use analysis and logic to find solutions.
Ability to adapt to change and thrive in high-leverage scenarios.

Nice To Haves

English and Korean language skills are preferred.
Mobile device experience is preferred.
Previous customer service, call center, and/or banking experience.

Responsibilities

Answer calls from customers, internal associates, and third parties, providing quality customer service.
Service inquiries and requests over the phone and conduct research.
Provide information about deposit products and services and offer solutions based on client needs.
Assist with online and mobile banking services and issues.
Be alert to irregular transactions and report suspicious or unusual activity to appropriate areas.
Follow regulatory compliance requirements, including BSA, fraud and loss prevention, and Bank of Hope policies and procedures.
Adhere to work schedules and quantitative and qualitative goals.
Perform other job-related duties as assigned.