Banking-Customer Service AVP

Introduction

Established in 1912, Bank of China is one of the largest banks in the world, with over $3 trillion in assets and a footprint that spans more than 60 countries and regions. Our long-term outlook, institutional weight and global breadth provide our clients with a stable and reliable financial partner, whether in Corporate or Personal Banking or our Trade Services, Commodities, Financial Institutions and Global Markets lines of business.

Overview

The incumbent will promote business for the Bank by delivering high quality customer service experience to existing and to potential customers.

Responsibilities

Include but are not limited to:

Customer Service, Reporting and Operational Support:

• Assist customers with routine account related requests such as: opening, modifying and closing accounts/debit cards, funds transfers, stop payments, inquiries about bank deposit products and service charges, review of accounts transactions, processing of special depository products and others
• Collect customer’s identification documents in accordance with the Bank’s KYC policy
• Maintain and enhance good customer relationships by providing high quality banking services to customers in a friendly and courteous manners
• Cross-sell bank products and services based on customer needs in accordance with the Bank’s policies and procedures
• Research and resolve customer problems, acts as customer liaison between other bank departments when necessary
• Prepare bank correspondences to customers and handle any returned mailing
• Prepare reports including but not limited to 1099 report, 1042s report, W-8 Form update report, CD Pre-maturity Notice report, Foreign Exchange Annual Statement Report etc.
• Input, maintain debit cards within system
• Handle daily operation of special depository products like CDARS, ICS, School District Deposit, and other structural deposit services
• Review and consolidate inactive accounts for processing of abandoned property in accordance to bank policies and procedures
• Conduct internal account reconciliation

Supervision and Routine Duties:

• Provide instructional leadership and coaching to staff in resolving complex customer issues
• Conduct quality reviews of daily banking operations transactions to ensure data accuracy and compliance with regulatory requirements
• Manage the interactive accounts and abandoned property process in accordance to the bank policies, procedures and regulatory requirements

Compliance:

• Understand and support compliance with all applicable regulatory guidelines such as Bank Secrecy Act, Anti-Money Laundering, and Consumer Compliance etc.
• Adhere to all department and banking policies and procedures to ensure all business conducted are strictly complying with relevant regulations and rules"

Qualifications

• Bachelor’s degree in Business or related field is required; Master’s Degree is preferred.
• Minimum 4-6 years of work experience in banking business and retail banking Demonstrate sound knowledge of consumer compliance and regulations, as well as banking products and services, and banking operational procedures
• Bilingual capability in Mandarin is required

Pay Range

Actual salary is commensurate with candidate’s relevant years of experience, skillset, education and other qualifications.

Salary : $150,000