Client Service Specialist

GENERAL SUMMARY

Answers and directs incoming telephone calls related to account services, online banking, mobile banking, and telephone banking. Supports client inquiries via other channels including live chat and email. Responsible for telephone banking and online banking implementation, maintenance, and transaction processing.

ESSENTIAL FUNCTIONS

• Operate telephone system to answer and direct incoming telephone calls in a timely, professional, and courteous manner.
• Respond to email inquiries promptly and courteously.
• Provide online client service through a live chat support system. Provide real-time support, respond quickly, directly, concisely, and a personalized experience for clients based on their wants and needs. Able to respond with the correct solution with easy-to-follow instructions.
• Identify callers' needs and respond by giving general, routine information; transfer the call to the appropriate area, department or individual within the Bank as deemed necessary. Provide quality service and prompt response to all callers.
• Stay informed and current about service/product promotion to answer any inquiry resulting from the Bank's advertisement.
• Stay informed about any business emergency, e.g., power outage, natural disaster to answer the inquiry.
• Ensure client's inquiries and/or complaints are responded to promptly and courteously. Follow the established procedure to report or escalate client complaints to the appropriate area if necessary.
• Process online banking applications and related services set up and provide client service support for online banking clients.
• Provide client service support for telephone banking clients and service set up.
• Maintain appropriate Client Care Center records and logs.

QUALIFICATIONS

• Education: High School Diploma or equivalent.
• Experience: Minimum two years of customer service experience, and previous banking/online banking experience preferable.
• Skills/Ability:
  • Excellent problem solving and troubleshooting skills required. Ability to work in a team-oriented environment; demonstrated ability to provide good customer service.
  • Strong verbal and written communication skills.
  • Comfortable with multitasks and work effective through several inquiries/problems simultaneously.
  • Excellent motivational skills
  • Bilingual English/ Mandarin and/or Cantonese preferred.
  • PC proficiency including Excel and Word.
  • Ability to multi-task and handle different systems.
  • Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.

OTHER DETAILS

$18.50 - $22.00 / hour
Pay determined based on job-related knowledge, skills, experience, and location.
This position may be eligible for a discretionary bonus.

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.

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Cathay Bank endeavors to make www.CathayBank.comaccessible 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.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.