Assistant Manager, Client Care Center

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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GENERAL SUMMARY

Responsible for supervising and coordinating all day-to-day activities of a client service team that responds to client questions, issues, and requests. Ensure team members consistently deliver high level quality client service. Assist and support development of department procedures and processes. Ensure regulatory compliance and adherence to bank policies and procedures.

DIRECT REPORTS

The incumbent supervises Client Service Specialists.

ESSENTIAL FUNCTIONS

• Responsible for daily operational functions which include online banking enrollments, email inquiries/requests, account maintenance, and complaint procedures.

• Provide guidance and support to the client service team for complex client calls, issues and/ or concerns. Assist in resolving escalated operational service requests.

• Monitor incoming and outgoing client calls ensuring that they are answered timely, courteously, professionally, accurately and meet established client service standards. Provide call support as needed.

• Ensure client service specialists comply with Bank policies, procedures, and regulations.

• Supervise department team members , provide training, coaching and contribute with performance evaluations.

• Achieve assigned key department performance metrics for abandoned rates and wait times.

• Manage staff work schedules and monitor workflow and productivity ensuring work shifts are covered and daily operational functions and servicing tasks are completed timely.

• Prepare monthly statistical reporting for management and maintain department records and logs.

QUALIFICATIONS

Education: College degree preferred but not required.

Experience:

• Minimum four years' experience in a banking call center environment with supervisory responsibilities.

• Knowledge of core banking systems, online banking, and call management applications.

• Thorough knowledge of bank policies and procedures.

Skills/Ability:

• Effective verbal and written communication skills.

• Strong leadership skills.

• Ability to multitask and stay organized.

• Proficient with computer applications (Microsoft Word, Excel, Outlook).

• Flexible with work hours. Comfortable working a schedule that may fall outside standard

8:30 a.m. to 5:30 p.m. hours.

• Bi-lingual English and Chinese (Mandarin or Cantonese) preferred, but not required.

OTHER DETAILS

$30.29 - $36.06 / hour

Pay determined based on job-related knowledge, skills, experience, and location.

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 EEO is the Law poster in English. Poster- English

Click here to view the EEO is the Law supplement in English.Supplement- English

Clic aquí para ver la EEO es la Ley póster en español. Poster- Spanish

Clic aquí para ver la EEO es la Ley suplemento en español.Supplement- Spanish

点击这里查看EEO是法律海报的中文Poster- Chinese

点击这里查看EEO是法律和补充條例的中文"Supplement- Chinese

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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