Client Services Associate

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.

Under supervision, provide service and portfolio support to Relationship Managers and Portfolio Managers, by servicing Texas Client Relationship Mailbox. Under supervision, independently reviewing KYC documents for credit facilities. This position requires multi-tasking skills, ability to prioritize assignments, master internal applications, and communicate with customers effectively.

Following is a summary of the essential functions of this job. Other duties may be assigned and performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Fulfill requests sent into Texas Client Relationship Mailbox by external customers. Have the ability to answer questions and resolve problems. Tasks may include pulling statements, confirm NSF transactions, provide balances, fulfill transfers, process wires, process loan payments, help to communicate with GTS to set up online banking portals, change address, explain account activities, research for suspicious activities, process fraud cases, process credit card applications, etc.
• Fulfill requests sent into Texas Client Relationship Mailbox by internal customers. Have the ability to answer questions and resolve problems for Relationship Managers and Portfolio Managers. Tasks may include making transfers, provide forms needed for specific transactions, how to fulfill internal forms for specific transactions, provide loan statements, research loan amount and payment days, provide balance of accounts, refund and waive fees, receive commercial account opening request and collect KYC documents, etc.
• Work with internal departments to find answers and resolve problems. Be familiar with the procedures, requirements and personnels of these departments.  The internal departments include wire department, loan department, Risk Management, BSA, GL servicing, CSBC customer service, CSBC new accounts, Branch support, physical branches, etc.
• Collect and review KYC documents for loans. Be familiar with the KYC requirement to onboard new credit facilities and renewals. Independently review submitted KYC documents for borrowers, guarantors, sponsors and other related parties. This process involves working with borrowers and borrowers associates, internal and external counsels, credit department, relationship managers, portfolio managers, loan closers and loan funders.
• Taking ownership of client needs and requests, answer questions and fulfill assignments in a timely manner. Be able to prioritize among tasks.

The minimum requirements listed below are representative of the required knowledge, skills and/or abilities.

• Possess basic knowledge of banking operations.
• Possess basic knowledge of commercial account structures.
• Possess basic knowledge of onboarding procedures of credit facilities.
• Good communication skills, both written and verbal, in relating to internal and external clients and contacts.
• Strong Customer Service contact handling skills.
• Ability to manage high-volume inquiries in a timely manner.
• Good organization skills.
• Ability to complete all core trainings.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.