Senior Customer Service Specialist

3 weeks ago

Pasadena, California, United States East West Bank Full time

Introduction:

Since 1973, East West Bank has served as a pathway to success. With over 120 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 an exclusive focus on the U.S. and Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

Overview:

We are currently seeking a Senior Customer Service Specialist to support the Specialty Deposit Services (SOS) Department, which offers specialized banking and treasury management services tailored for professional fiduciaries. The role involves providing support and fostering customer relationships to enhance their overall experience. Strong multitasking skills and effective time management are essential for this position.

Responsibilities:
  • Assist in the timely and accurate opening of new accounts by providing necessary information and collecting required documents from clients. Act as the primary point of contact for addressing client inquiries, concerns, and service needs.
  • Support Customer Due Diligence processes to ensure compliance with policy and regulatory requirements, including Anti-Money Laundering (AML), money services businesses, and KYC activities.
  • Serve as the main contact for account openings and closings, collaborating with various business partners and support teams to resolve service-related issues.
  • Provide support by preparing documents, conducting research, pulling reports, and maintaining regular communication with clients and prospects through telecommunication, emails and other channels.
  • Manage daily maintenance of commercial accounts, including fund transfers, stop payments, cashier check requests, overdraft resolution, and handling of return items and NSF cases. Additionally, manage manual outgoing wires, exception wires, new account onboarding, fee waivers/exceptions/refunds, and assist in troubleshooting treasury products in coordination with Global Transaction Services.
  • Ensure superior client service related to deposits by taking ownership of client needs, issues, and requests, and ensuring their timely and accurate resolution.
  • Assist in servicing business deposit accounts, including completing necessary forms and documentation, verifying account openings, and addressing NSF/OD and At-Risk items while obtaining necessary approvals for waivers or exceptions.
  • Support deposit acquisition by understanding business deposit products and collaborating with Relationship Managers to implement recommendations for business deposit services.
Qualifications:
  • High school diploma or equivalent education with three years of
  • Customer service experience, or an Associate's degree in a related field with two years of customer service experience.
  • Familiarity with the new account opening process and commercial account structures.
  • Strong communication skills, both written and verbal, for interactions
  • with internal and external clients and contacts.
  • Strong customer service handling skills.
  • Ability to manage high-volume inquiries promptly.
  • Strong organizational skills.
  • Completion of all core training sessions.
  • Proficiency in basic computer applications such as Microsoft Office products.
  • Math aptitude with the ability to understand general accounting and financial concepts.
Compensation:
The base pay range for this position is USD $30.00/Hr. - USD $35.00/Hr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

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