Customer Service and Sales Manager

About Us

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 proudly foster growth and development, empowering you to achieve your professional goals. With 60 years of thriving through economic cycles, our team members' drive and optimism have been key to our success. Together, we can make a difference in the financial future of our communities.

About the Role

Responsible for supporting branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. This role includes personnel administration, staff development, and fostering a service-driven sales culture in branch banking. You will promote and ensure quality customer service, provide operational support for business development and portfolio administration, and support customer retention and acquisition programs by partnering with related Cathay departments.

Ensure regulatory compliance and staff adherence to bank policies and procedures while maintaining the operational integrity of the branch.

The incumbent supervises Relationship Bankers and all Operations staff, depending on the branch’s staffing requirements.

Responsibilities

Service and Sales Responsibilities

• Interact effectively and professionally with all levels of bank personnel, corporate, and bank clients, demonstrating commitment to quality and extraordinary customer service.
• Ensure staff actively profile customers during new account and teller transactions to identify cross-sell opportunities that meet customer needs and requirements.
• Develop and track individual performance goals, including coaching and mentoring 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 to support prospect and customer calls, developing customer onboarding plans, including setup of products and services.
• Support business development colleagues and perform marketing activities to achieve branch growth and profitability goals.
• May register as an 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, acting as the resident expert on procedural, risk, and regulatory functions within the branch.
• Ensure the branch consistently complies with all bank policies/procedures, banking regulations, and meets satisfactory audit ratings. Implement appropriate controls and oversight for any identified deficiencies.
• Maintain sound operating conditions in the branch by utilizing daily and monthly operational and reporting reviews, along with completing required branch certifications.
• Perform staffing evaluations 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, and 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.

Requirements

• 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.
• Bilingual English and Chinese (Mandarin or Cantonese) preferred.

Pay

$27.60 – $32.35 per hour. Pay determined based on job-related knowledge, skills, experience, and location. This position may be eligible for a discretionary bonus.

Benefits

Cathay Bank offers its full-time employees a competitive benefits package, including:

• Medical, dental, and vision insurance
• Life insurance and long-term disability insurance
• Flexible Spending Accounts (FSAs) and Health Savings Account (HSA) with company contributions
• Voluntary coverages
• 401(k) retirement plan