AVP/VP, Call Center Team Lead

General Summary

The Treasury Management Call Center Team Lead plays a crucial role in managing the internal and external call center. This is an experienced level Treasury Management position responsible for providing day-to-day direction of the Treasury Management Call Center team members. A results-driven mindset is important in this role as this crucial role is also responsible for ensuring the delivery of superior customer service by phone and electronic communications.

Essential Functions

• Oversee the day-to-day operations of the Treasury Management Call Center, which involves providing first level support for all customer inquiries and issues.
• Mentor and train Treasury Management Call Center team members.
• Maintain logs, volume activity charts, records and provide management with (daily, weekly, and monthly) requested statistical data.
• Serve as a Subject Matter Expert (“SME”) for the department manager in other functions.
• Assist with the calls and client requests, as needed.
• Ensure processes meet regulatory and risk management requirements.
• Interface with branch staff (i.e. Branch Managers, Relationship Managers, Tellers), Lenders, Loan and Deposit Operations, Accounting, TMS Officers, etc. to manage the servicing of Treasury Management services.
• Apply problem-solving skills to guide and assist team members.
• Comfortable operating in a dynamic and rapidly evolving organization.
• Direct Reports: Incumbent has direct reports.

Qualifications

• Education: Bachelor's degree (preferred)
• Experience: 5+ years of Treasury Management Call Center or related experience.
• Skills/Ability: Proven professional verbal, written, and presentation skills required. The ability to work in a team environment; fostering a healthy and collaborative environment with all business partners is needed. Strong project management, organizational, analytical and problem-solving skills. Ability to work under pressure. Great attention to detail. Excellent customer service skills a must. Ability to communicate effectively and tactfully with all levels of employees. Ability to coach, mentor and train others. English proficiency, bilingual Mandarin and/or Cantonese a plus.

Other Details

• PAY: AVP: $91,300 – $96,200 / year VP: $110,000 – $122,001 / year Pay determined based on job-related knowledge, skills, experience, and location.
• BENEFITS: 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).
• Contact Information: For accommodation requests only, contact Mickey Hsu, FVP, Employee Relations Manager, at (626) 582-7370 or mickey.hsu@cathaybank.com.