What are the responsibilities and job description for the Customer Service & Sales Manager position at Cathay Bank - Headquarters?

Customer Service & Sales Manager

West Covina, CA, USA Req #2576

Wednesday, March 5, 2025

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.

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Learn more about us at cathaybank.com

GENERAL SUMMARY

Responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. Responsible for personnel administration, staff development as well as the service driven sales culture of branch banking. Promote, implement, and ensure quality customer service. Provide operational support to areas involving business development and portfolio administration. Support customer retention and acquisition programs by partnering with related Cathay department colleagues to proactively provide services for customers. Ensure regulatory compliance and staff adherence to bank policies and procedures. Maintain operational integrity of the branch.

DIRECT REPORTS

The incumbent supervises Relationship Bankers and all Operations staff (depending on the branch's staffing requirements)

ESSENTIAL FUNCTIONS

Service and Sales Responsibilities :

Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients demonstrating commitment to quality and extraordinary customer service
Ensure staff are actively profiling customers during new account and teller transaction process to identify cross sell opportunities to meet customer needs / requirements
Responsible for developing and tracking individual performance goals. Develop coaching and mentoring process for staff to ensure their performance meets bank customer service, sales, and operational requirements
Establish and manage achievement of assigned team and individual sales production goals
Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop customer onboarding plan, including set-up of products and services
Support business development colleagues, and perform marketing activities as needed in efforts to achieve branch growth and profitability goals
May register as MLO (Mortgage Loan Originator)- based on branch / market needs, to support loan inquiries, interview loan applicants, and assist with loan related functions
Represent the bank by actively participating in outside civic / community affairs, business / industry-related organizations and other professional activities as appropriate

Operations, Management & Administration Responsibilities :

Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include- new accounts, teller operations and safe box. The incumbent acts as the resident expert on procedural, risk and regulatory functions within the branch

Ensure that the branch consistently complies with all bank policies / procedures, banking regulations and meets satisfactory audit rating. Implement appropriate controls and oversight for any identified deficiencies

Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with completion of required branch certifications

Perform staffing evaluation to ensure appropriate levels of staffing and skill sets in support of customer service requirements. Work with Branch Manager and Regional management on effective staff deployment and utilization

Ensure performance reviews / evaluations of the branch's non-officer staff and officers as assigned, are completed timely, objectively and with proper emphasis on individual development, coaching skills, customer service skills and sales / referral activities

Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee daily time records, work assignments, vacations, sick pay, etc.

May serve as Safety and / or Security Officer for the branch

QUALIFICATIONS

College degree a plus.

Three to five years' experience in a similar capacity with management / supervisory responsibilities. Comprehensive knowledge of all aspects of branch service functions.

Thorough knowledge of bank policies and procedures.

General knowledge of complex support systems, branch efficiency and productivity, and personnel policies and procedures.

Direct sales experience desired.

Computer experience (Microsoft Word, Excel, Outlook) required.

Good management skills with emphasis on planning, organization and scheduling.

Excellent verbal and written communication skills.

Bi-lingual English and Chinese (Mandarin or Cantonese) preferred.

OTHER DETAILS

26.44 - $31.25 / 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.

Click here to view the "Know Your Rights : Workplace Discrimination is Illegal" Poster :

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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.com . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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