• GTS Customer Service Specialist

    Location US-CA-El Monte
    Job ID
    2018-5530
    Category
    Customer Service/Support
    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.

    Job Summary:

    Reporting to the Global Transactions Services Commercial Client Service 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. Specialist 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.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               

    Major Responsibilities:

    Focus on the EWB vision, GTS-O 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.

     

     

    • Demonstrate sound decision making while balancing risk
    • Resolve issues through full ownership and resolution.
    • Must be able to multi-task between incoming calls and email requests with accuracy.
    • Troubleshoot wide-ranging issues, identifying and mitigating risks, keeping management informed
    • Identify the root cause of issues and service/product improvement opportunities
    • Utilize a strong knowledge of Bank and Cash Management products, internal policies and procedures to professionally respond to customer inquiries.
    • Requires general supervision with a general knowledge of Treasury Products and commercial client needs.
    • Troubleshoot technical issues.
    • Ensure smooth synchronization of browser settings to Treasury Management Product requirements.
    • Walks customer through Product user guide requirements and Active X set up.
    • Support Remote Deposit scanner installation and software.
    • Provide a high level of responsiveness when servicing clients and internal employees.
    • Develop creative win-win service solutions.
    • Utilize excellent Treasury Product solution based referral techniques to fully service the client and support strategic initiatives.
    • Make recommendations to improve quality and service to the call center operations.
    • Bi-lingual in Mandarin and English desired
    • Associates Degree or 1 to 3 years of related banking experience preferred

    The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

     

     

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