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Cathay Bank · 3 hours ago

Customer Service & Sales Manager

Cupertino, CA

Full-time

Onsite

Mid, Senior Level

$27/hr - $32.69/hr

3+ years exp

Cathay Bank is a financial institution that values its team members and fosters a supportive culture. The Customer Service & Sales Manager is responsible for overseeing branch operations, ensuring high levels of customer service, and driving sales goals while managing staff development and operational integrity.

BankingFinanceFinancial Services

Responsibilities

Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients demonstrating commitment to quality and extraordinary customer service

Ensure staff are actively profiling customers during new account and teller transaction process to identify cross sell opportunities to meet customer needs/requirements

Responsible for developing and tracking individual performance goals. Develop coaching and mentoring process for 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 in support of prospect and customer calls to develop customer onboarding plan, including set-up of products and services

Support business development colleagues, and perform marketing activities as needed in efforts to achieve branch growth and profitability goals

May register as 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

Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include- new accounts, teller operations and safe box. The incumbent acts as the resident expert on procedural, risk and regulatory functions within the branch

Ensure that the branch consistently complies with all bank policies/procedures, banking regulations and meets satisfactory audit rating. Implement appropriate controls and oversight for any identified deficiencies

Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with completion of required branch certifications

Perform staffing evaluation 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, 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

Qualification

Branch service functionsManagement experienceSales experienceBank policies knowledgeMicrosoft OfficeManagement skillsBilingual EnglishChineseCommunication

Required

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

Preferred

College degree a plus

Bi-lingual English and Chinese (Mandarin or Cantonese) preferred

Benefits

Medical insurance

Dental insurance

Vision insurance

Life insurance

Long-term disability insurance

Flexible spending accounts (FSAs)

Health saving account (HSA) with company contributions

Voluntary coverages

401(k)

Company

Cathay Bank

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Cathay Bank is a financial services company originally founded to support Los Angeles’ growing Chinese American community. It is a sub-organization of Cathay General Bancorp.

Founded in 1962

El Monte, California, USA

1001-5000 employees