Customer Service Specialist I

Since 1973, East West Bank has served as a pathway to success. With over 120 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, and 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 Asia markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

East West Bank is seeking a Customer Service Specialist I. The Customer Service Center Specialist performs a variety of customer service duties in a fast-paced call center environment to both internal and external customers. Provide excellent customer service to resolve diverse issues within the branch. As a Customer Service Center Specialist, you will present solutions based on individual customers’ needs.

• Respond to customer inquiries regarding bank products and services, transaction requests and account maintenance related to their account
• Utilize active listening, express willingness to help, identify customer needs and deliver courteous, professional service in a manner reflecting positively on East West Bank
• Complete banking transactions and offer self-service bank products and services (e.g. Online Banking and Mobile Banking)
• Obtain a comprehensive knowledge of all East West Bank products and services as well as general information required to answer customer questions, support customer inquiries about our online banking
• Troubleshoot various problems and properly escalate to management as needed
• Other duties as assigned by management

• Some college preferred, high school graduate or equivalent required
• 1+ years experience serving in a customer service role. Call center and/or retail banking experience a plus
• Tech savviness and/or experience troubleshooting technical issues a strong plus
• Requires close attention to detail, excellent verbal communication along with interpersonal and client service skills
• Must be able to troubleshoot and resolve customer concerns using critical thinking skills
• Must have strong PC, proficiency with Windows based applications and excellent math aptitude
• Ability to work independently and efficiently in a fast-paced environment
• The candidate must be punctual, maintain a good attendance record, and able to work flexible hours and days
• Must be able to read and type in Chinese to assist clients via live chat