Client Care Center Officer

Cathay Bank•Los Angeles, CA

1d•$24 - $28

About The Position

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.

Requirements

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

Nice To Haves

Bi-lingual English and Chinese (Mandarin or Cantonese) preferred, but not required.

Responsibilities

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.