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Client Service Specialist
3 months ago
People Drive Our Success
Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team At Cathay Bank - we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members’ drive and optimism. Together we can make a difference in the financial future of our communities.
**What our team members are saying**:
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GENERAL SUMMARY
ESSENTIAL FUNCTIONS
- Operate telephone system to answer and direct incoming telephone calls in a timely, professional, and courteous manner.
- Provide online client service through a live chat support system. Provide real-time support, respond quickly, directly, concisely, and a personalized experience for clients based on their wants and needs. Able to respond with the correct solution with easy-to-follow instructions.
- Identify callers’ needs and respond by giving general, routine information; transfer the call to the appropriate area, department or individual within the Bank as deemed necessary. Provide quality service and prompt response to all callers.
- Stay informed and current about service/product promotion to answer any inquiry resulting from the Bank’s advertisement.
- Stay informed about any business emergency, e.g., power outage, natural disaster to answer the inquiry.
- Ensure client’s inquiries and/or complaints are responded to promptly and courteously. Follow the established procedure to report or escalate client complaints to the appropriate area if necessary.
- Provide client service support for telephone banking clients and service set up.
- Maintain appropriate Client Care Center records and logs.
QUALIFICATIONS
- Education: High School Diploma or equivalent.
- Experience: Minimum two years of customer service experience, and previous banking/online banking experience preferable.
- Skills/Ability:
- Excellent problem solving and troubleshooting skills required.
- Ability to work in a team-oriented environment; demonstrated ability to provide good customer service.
- Strong verbal and written communication skills.
- Comfortable with multitasks and work effective through several inquiries/problems simultaneously.
- Excellent motivational skills
- Bilingual English/ Mandarin and/or Cantonese preferred.
- PC proficiency including Excel and Word.
- Ability to multi-task and handle different systems.
- Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.
OTHER DETAILS
$18.00 - $23.00 / hour
Pay determined based on job-related knowledge, skills, experience, and location.
Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).
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