GTP Senior Service Associate

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities. Our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets.

About the role

Reporting to the Global Transactions Services Group Manager, the Senior Service Associate is responsible for delivering a high level of world-class customer service through various inbound and outbound channels for commercial customers with Treasury Management Products. This role handles customer inquiries, provides issue resolution within established guidelines, follows department procedures, and ensures delivery within established service levels. The Senior Service Associate will be familiar with the latest security controls offered by the Bank's applications and clearly communicate them to customers using the Bank's systems.

Responsibilities

• Focus on the East West Bank vision and GTP Smart goals.
• Ensure a collaborative climate, build and set priorities, demonstrate sufficient "know-how," and improve performance through feedback.
• Maintain a customer-centric approach and effectively respond to service level agreements with an emphasis on first-call resolution.
• Follow up with clients on research requests and problems.
• Utilize strong knowledge of internal policies and procedures to professionally respond to customer inquiries.
• Work independently in an autonomous manner.
• Function as the technical expert for both internal and external customers supporting FTP/BAI transmissions.
• Explain various transmission protocols to bank IT, programmers, and vendors.
• Ensure smooth synchronization of browser settings to Treasury Management Product requirements.
• Troubleshoot technical issues remotely via MS meetings.
• Walk customers through the Product user guide.
• Support Remote Deposit scanner installation and software.
• Make decisions quickly while balancing risk with opportunity.
• Provide a high level of responsiveness when servicing clients and internal employees.
• Resolve complex product and account service issues through full ownership and resolution.
• Perform other duties as assigned.

Requirements

• Must be able to multi-task between incoming calls and email requests with accuracy.
• Strong product, operational, and commercial banking knowledge to efficiently resolve issues.
• At least 5 years of experience with Treasury systems and products.
• Excellent Treasury Product solution-based referral techniques to fully service the client and support TMS strategic initiatives.
• Re-engineer processes and develop proactive approaches to client challenges.
• Make recommendations to improve quality and service to the call center operations.
• Troubleshoot wide-ranging issues, identify and mitigate risks, and keep management informed.
• Identify the root cause of issues and service/product improvement opportunities.
• Develop creative win-win service solutions.

Qualifications

• Bachelor’s Degree and 5 years of related banking experience preferred.
• Applicants must have legal authorization to work in the United States; visa sponsorship is not offered at this time.

Pay

The base pay range for this position is USD $100,000.00/Yr. - USD $130,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.