• GTS Customer Service Spec II

    Location US-CA-El Monte
    Job ID
    2018-4995
    Category
    Global Operations/Treasury Management
    Position Type
    Full-Time
  • Overview

    For more than 40 years, East West Bank has served as a pathway to success. With over 130 locations across the U.S. and Greater China, 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, high-tech and aviation help build sustainable businesses and expand our employees’ 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 Greater China markets. With assets of $37.7 billion, we’re ranked among the 30 largest banks in the United States and currently top 5 in “America’s 100 Best Banks” by Forbes, a list where we've consistently been in the top 15 since 2010. 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 GTS Customer Service Specialist II. Reporting to the Global Transactions Services Group Manager the employee is responsible for delivering a high level of world class customer service through various inbound and outbound channels for commercial customers with Treasury Management Products. The Specialist will be responsible for handling customer inquiries and providing issue resolution within established guidelines, following department procedures and making sure to deliver within established service levels. Provide prompt and courteous customer service to both internal and external customers. Will be familiar with the latest security controls offered by the Bank's applications and be able to clearly communicate to the customer using the Bank's systems. The Customer Service Specialist II will have thorough knowledge of Treasury Management products which also includes system requirements. Job functions may vary and other duties assigned based on business need.

    Responsibilities

    • Focus on the EWB vision, GTS-0 Team goals,
    • Ensures a collaborative climate, builds, sets priorities, demonstrates sufficient "know-how" and improves performance through feedback
    • Maintain a customer centric approach and effectively respond to service level agreements with an emphasis on first call resolution
    • Work on and follow up with clients on research requests and problems
    • Seasoned Specialist with an in depth knowledge of Treasury systems and products. Utilizes a strong knowledge of internal policies and procedures to professionally respond to customer inquiries. Works independently in an autonomous manner.

    • Maintain customer centric approach and effectively respond to service level agreements with an emphasis on first call resolution

    • Advanced technical skills and function as the technical expert for both internal and external customers supporting FTP/BAI transmissions

    • Must be able to explain the various transmission protocols to bank IT, programmers, and vendors

    • Ensure smooth synchronization of browser settings to Treasury Management Product requirements

    • Troubleshoot technical issues remotely via MS meeting

    • Walks customer through Product user guide Requirements and Active X set up

    • Support Remote Deposit scanner installation and software

    • Make decisions quickly while balancing risk with opportunity

    • Provide a high level of responsiveness when servicing clients and internal employees

    • Resolve complex product and account service issues through full ownership and resolution

    Qualifications

    • Must be able to multi-task between incoming calls and email requests with accuracy.
    • Must have strong product, operational, and commercial banking knowledge in order to efficiently resolve issues.
    • Utilize excellent Treasury Product solution based referral techniques to fully service the client and support TMS strategic initiatives.
    • Re-Engineers processes and develops proactive approaches to client challenges.
    • Make recommendations to improve quality and service to the call center operations.
    • Troubleshoot wide-ranging issues, identifying and mitigating risks, keeping management informed
    • Identify the root cause of issues and service/product improvement opportunities
    • Develop creative win-win service solutions
    • Bachelors Degree and 3 to 5 years of related banking experience preferred

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