Digital Banking Operations Analyst

Since 1973, East West Bank has served as a pathway to success. With over 110 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 a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

East West Bank is seeking a Digital Banking Operations Analyst I or II (DB Ops Analyst). The DB Ops Analyst will report directly to the Digital Banking Operations Manager. This role will support all functions within Digital Banking Operations (DB Ops) including DB Branch Support Hotline assistance via phone and managing internal/external customer requests as received. A degree of knowledge regarding mobile app/web development process is required to navigate UAT testing and accurate reporting of production issues to IT. Schedule flexibility and willingness to work extended hours, including occasional weekends, as needed to meet the needs of the department are required. Seeking a self-motivated individual with the ability to adapt to changing priorities. Must be analytical and focused with the ability to analyze documents and reports. A degree of creativity and lateral thinking is expected.

• Answering Digital Banking Support Hotline calls within hours of operation
• Manage and review service requests initiated by customers on the Digital Banking platform (Address Changes, Limit Exceptions, etc.)
• Customer profile/case management within CRM
• Monitor Digital Banking inbox to ensure inquiries are properly and timely processed
• ACH Return Reports / Reclamation handling
• Conduct research into complex inquiries for Digital Banking products and/or services
• Participation in UAT testing for new Digital Banking releases
• Support Digital Banking Management in assigned projects
• Other duties as assigned

• High school graduate or equivalent required
• Banking Back Office Operations experience within a banking institution is required
• Experience with Digital Banking products and services (Wire, ACH, Bill Pay, Zelle, eStatement, etc.) preferred
• FIS IBS Insight systems experience is a plus
• Must have excellent customer service, written and verbal communication skills
• Ability to speak, read and write Mandarin or Cantonese is preferred
• Proficient in MS Word, Excel, Power Point and Outlook
• Experience with Jira is preferred
• Possess knowledge of BSA/AML/OFAC Laws/Regulations and comply with these laws and regulations.
• Ability to organize and prioritize multiple tasks while consistently meeting deadlines and delivering quality work
• Must adhere to policy and procedures and attendance requirements