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Lead Customer Service Consultant
2 months ago
Introduction:
Since its inception in 1973, East West Bank has been a vital conduit for success. With over 120 branches across the United States and Asia, we serve as the premier financial link between Eastern and Western markets. Our diverse teams of seasoned professionals are dedicated to guiding businesses and community members on both sides of the Pacific, helping them explore new markets and seize new opportunities. Our continuous growth and expertise in sectors such as real estate, entertainment, private equity, venture capital, and technology empower us to build sustainable businesses and enhance career advancement for our associates.
Headquartered in California, East West Bank (Nasdaq: EWBC) stands as a leading commercial bank focused exclusively on the U.S. and Greater China markets. With a robust foundation, an entrepreneurial spirit, and an unwavering commitment to integrity, we instill confidence in our clients to reach new heights.
We are currently in search of a Senior Customer Service Specialist to join our Specialty Deposit Services (SOS) Department, which provides tailored banking and treasury management solutions for professional fiduciaries. This role is pivotal in enhancing customer relationships and overall satisfaction. Exceptional multitasking abilities and effective time management are critical for success in this position.
Key Responsibilities:- Facilitate the prompt and precise opening of new accounts by gathering necessary information and documentation from clients. Serve as the primary contact for client inquiries, concerns, and service requirements.
- Support Customer Due Diligence initiatives to ensure adherence to policies and regulatory standards, including Anti-Money Laundering (AML), money services businesses, and Know Your Customer (KYC) protocols.
- Act as the main liaison for account openings and closures, collaborating with various business partners and support teams to address service-related challenges.
- Provide assistance by preparing documentation, conducting research, generating reports, and maintaining consistent communication with clients and prospects through various channels.
- Oversee daily management of commercial accounts, including fund transfers, stop payments, cashier check requests, overdraft resolutions, and handling return items and non-sufficient funds (NSF) cases. Additionally, manage manual outgoing wires, exception wires, new account onboarding, fee waivers, and assist in troubleshooting treasury products in collaboration with Global Transaction Services.
- Ensure exceptional client service related to deposits by taking ownership of client needs, issues, and requests, 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 efforts by understanding business deposit products and working alongside Relationship Managers to implement recommendations for business deposit services.
- High school diploma or equivalent 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 written and verbal communication skills for effective interactions with internal and external clients.
- Proficient customer service handling skills.
- Ability to manage high-volume inquiries efficiently.
- Strong organizational capabilities.
- Completion of all core training sessions.
- Proficiency in basic computer applications, including Microsoft Office products.
- Numerical aptitude with the ability to comprehend general accounting and financial concepts.
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.
