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Cathay Bank · 8 hours ago

Assistant Manager, Client Care Center

Los Angeles, CA

Full-time

Onsite

Mid Level

$29.33/hr - $33.65/hr

4+ years exp

Cathay Bank is dedicated to fostering a caring culture that supports the aspirations and success of its team members. The Assistant Manager, Client Care Center is responsible for supervising a client service team, ensuring high-quality client service, and maintaining regulatory compliance while managing daily operational functions.

BankingFinanceFinancial Services

Responsibilities

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

Qualification

Banking call center experienceCore banking systems knowledgeCall management applicationsMultitasking abilityProficient in Microsoft OfficeEffective communication skillsLeadership skillsBilingual EnglishChinese

Required

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

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

Preferred

College degree preferred but not required

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

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