Client Care Center Officer

City of Industry, CA, USA Req #2258
Monday, May 20, 2024
People Drive Our Success

Are you enthusiastic, highly motivated, and have a strong work ethic?  If yes, come join our team! At Cathay Bank – we strive to provide a caring culture that supports your aspirations and success.  We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members’ drive and optimism. Together we can make a difference in the financial future of our communities.

Apply today!

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GENERAL SUMMARY

Responsible for assisting and servicing clients through inbound and outbound calls.  Perform regular daily officer functions which include coordinating daily activities of a client service team and responding to client inquiries. Act as second-tier support for complex account servicing. Provide training and daily supervision to team members. Consistently deliver a high level client service experience. Ensure regulatory compliance and adherence to bank policies and procedures.  


ESSENTIAL FUNCTIONS

  • Answer and direct incoming calls in a timely, professional, and courteous manner. Provide coverage for client service specialists when needed including performing daily operational functions, online banking, and related service requests/maintenance.
  • Support and assist client service specialists with complex client servicing and escalated service issues.
  • Ensure all daily operational functions including online banking enrollments, email inquiries and voice messages are completed and responded to in a timely manner.
  • Participate in assigned projects and perform user acceptance testing with system upgrades and enhancements.
  • Maintain appropriate department records and logs.
  • Ensure client complaints are promptly resolved following established complaint procedures.
  • Maintain department abandoned rates and wait times at acceptable levels. 
  • Create monthly work schedules along with department managers and ensure all work shifts are covered.
  • Provide communication to team members of updates related to products, services, promotions, procedures, and process changes.
  • Work closely with department managers in team building, mentoring, coaching and staff training. 
  • Reinforce and ensure client service specialists adhere and comply with bank policies, procedures, and compliance regulations.
            

QUALIFICATIONS

Education: High school degree or equivalent.  College degree a plus.

Experience:           

  • Minimum three years’ customer service experience within a call center environment. 
  • Minimum two years’ experience with online banking products. 
  • Minimum two years of banking experience.
  • Knowledge of complex support application systems.                                                       

Skills/Ability:        

  • Strong active-listening and verbal-communication skills.
  • Exceptional interpersonal and rapport building skills.
  • Proficient in problem solving.                                    
  • Knowledge of banking operations and understanding of banking products and services.
  • Ability to work in a team-oriented environment.
  • Demonstrated ability to provide exceptional client service.
  • Ability to multitask and manage time effectively. 
  • Adapt to change within a fast-paced environment.    
  • Proficient with computer applications (Microsoft Word, Excel, Outlook)
  • Flexible with work hours. Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.
  • Bi-lingual English and Chinese (Mandarin or Cantonese) preferred, but not required.

 

OTHER DETAILS

$24.00 – $28.00 / hour
Pay determined based on job-related knowledge, skills, experience, and location.

Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k). 

 

Cathay Bank may collect personal information from potential job candidates and applicants. For more information on how we handle personal information and your applicable rights, please review our Privacy Policy.

 

Cathay Bank is an Equal Opportunity and Affirmative Action Employer. We believe in diversity, equity, and inclusion in the workplace. We welcome applications for employment from all qualified candidates, regardless of race, color, ethnicity, ancestry, citizenship, gender, national origin, religion, age, sex (including pregnancy and related medical conditions, childbirth and breastfeeding), reproductive health decision-making, sexual orientation, gender identity and expression, genetic information or characteristics, disability or medical condition, military status or status as a protected veteran, or any other status protected by applicable law.

 

Click here to view the EEO is the Law poster in English. Poster- English
Click here to view the EEO is the Law supplement in English.Supplement- English

 

Clic aquí para ver la EEO es la Ley póster en español. Poster- Spanish 

Clic aquí para ver la EEO es la Ley suplemento en español.Supplement- Spanish

 

点击这里查看EEO是法律海报的中文Poster- Chinese

点击这里查看EEO是法律和补充條例的中文"Supplement- Chinese

 

 

Cathay Bank endeavors to make www.CathayBank.com accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact, Mickey Hsu, FVP, Employee Relations Manager, at (626) 582-7370 or mickey.hsu@cathaybank.comThis contact information is for accommodation requests only and cannot be used to inquire about the status of applications.