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Cathay Bank · 1 day ago

Client Service Specialist

Los Angeles, CA

Full-time

Onsite

Entry Level

$20/hr - $22/hr

2+ years exp

Cathay Bank is a well-established financial institution that values its employees and fosters a supportive work environment. The Client Service Specialist is responsible for managing incoming client inquiries through various channels, ensuring quality service and prompt responses to enhance customer satisfaction.

BankingFinanceFinancial Services

Responsibilities

Operate telephone system to answer and direct incoming telephone calls in a timely, professional, and courteous manner

Respond to email inquiries promptly and courteously

Provide online client service through a live chat support system. Provide real-time support, respond quickly, directly, concisely, and a personalized experience for clients based on their wants and needs. Able to respond with the correct solution with easy-to-follow instructions

Identify callers’ needs and respond by giving general, routine information; transfer the call to the appropriate area, department or individual within the Bank as deemed necessary. Provide quality service and prompt response to all callers

Stay informed and current about service/product promotion to answer any inquiry resulting from the Bank’s advertisement

Stay informed about any business emergency, e.g., power outage, natural disaster to answer the inquiry

Ensure client’s inquiries and/or complaints are responded to promptly and courteously. Follow the established procedure to report or escalate client complaints to the appropriate area if necessary

Process online banking applications and related services set up and provide client service support for online banking clients

Provide client service support for telephone banking clients and service set up

Maintain appropriate Client Care Center records and logs

Qualification

Customer service experienceBanking experienceProblem solving skillsVerbal communicationWritten communicationPC proficiencyMultitasking abilityBilingual English/MandarinBilingual English/CantoneseTeam-orientedMotivational skills

Required

Education: High School Diploma or equivalent

Experience: Minimum two years of customer service experience, and previous banking/online banking experience preferable

Excellent problem solving and troubleshooting skills required

Ability to work in a team-oriented environment; demonstrated ability to provide good customer service

Strong verbal and written communication skills

Comfortable with multitasks and work effective through several inquiries/problems simultaneously

Excellent motivational skills

PC proficiency including Excel and Word

Ability to multi-task and handle different systems

Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours

Preferred

Bilingual English/ Mandarin and/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