Client Service Specialist

About the Role

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, ensures compliance with all internal operating policies, procedures, regulatory, and audit standards.

Responsibilities

• 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 with a personalized experience for clients based on their wants and needs.
• Able to respond with the correct solution using 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 promotions to answer any inquiry resulting from the Bank’s advertisement.
• Ensure client’s inquiries and/or complaints are responded to promptly and courteously. Follow established procedures to report or escalate client complaints to the appropriate area if necessary.
• Process online banking applications and related services setup, and provide client service support for online banking clients.
• Provide client service support for telephone banking clients and service setup.
• Maintain appropriate Client Care Center records and logs.

Requirements

• High School Diploma or equivalent.
• Minimum two years of customer service experience; previous banking/online banking experience preferable.

Skills

• Excellent problem-solving and troubleshooting skills.
• Ability to work in a team-oriented environment; demonstrated ability to provide good customer service.
• Strong verbal and written communication skills.
• Comfortable multitasking and working through several inquiries/problems simultaneously.
• Excellent motivational skills.
• Bilingual English/Mandarin and/or Cantonese preferred.
• PC proficiency including Excel and Word.
• Ability to handle different systems.
• Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.

Benefits

Cathay Bank offers its full-time employees a competitive benefits package which includes:

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Long-term disability insurance
• Flexible Spending Accounts (FSAs)
• Health Savings Account (HSA) with company contributions
• Voluntary coverages
• 401(k)

This position may also be eligible for a discretionary bonus.

Pay

$20.00 – $22.00 per hour. Pay determined based on job-related knowledge, skills, experience, and location.