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Premier Client Service Specialist

2 months ago

Pasadena, California, United States East West Bank Full time
About the Role

We are seeking a highly skilled and experienced Senior Premier Client Service Associate to join our team at East West Bank. As a key member of our Client Services team, you will be responsible for providing exceptional service and support to our Relationship Managers and Portfolio Managers, ensuring seamless delivery of our banking services to our clients.

Key Responsibilities
  • Client Service and Support: Provide timely and accurate delivery of information required for new account openings, coordinate with Centralized Relationship Services (CRS) to collect required documents from clients, and serve as the point of contact for clients to address questions, concerns, and provide services as needed.
  • Sales Support: Assist Relationship Managers with sales support, including assistance with document preparation, research, pulling reports, following up with and consistently contacting clients and prospects with emails and other correspondence.
  • Operational Tasks: Assist Relationship Managers and Portfolio Managers to coordinate with CRS to provide commercial accounts maintenance on a daily basis, including fund transfers, auto-payment account set-up, stop payments, request cashier checks, recognize and resolve account overdrafts, non-post items, address stop payment requests, handle return items/NSF, manual out-going wires, exception wires, new account onboarding, fee waive/fee exception/fee refund, treasury product troubleshooting (coordinate with Global Transaction Services), etc.
  • Client Service and Support: Provide superior client service as related to deposit and business loan services, taking ownership of client needs, problems, and requests, following through to ensure timely and accurate resolution.
  • Deposit Acquisition: Assist in servicing of business deposit accounts, including completion of necessary forms and documentation, verifying accuracy of account openings on Banks deposit system and pulling NSF/OD, At-Risk and obtain appropriate approval for Waive/Exception items.
  • Loan Origination: Assist Relationship Manager and Portfolio Managers with the initial state of the loan origination process through timely and accurate delivery of information to Funding Department and Loan Services.
  • Problem Loan Management: Assist Relationship Managers and Portfolio Managers in problem loan management and collection activities through review of past due reports, monitoring of payment postings. Assisting as directed in early and frequent contact with past due clients to ensure payment and bringing potential collection issues to the awareness of the Relationship Managers and Portfolio Managers.
  • Portfolio Management: Assist Relationship Managers and Portfolio Managers in general portfolio management, including accurate and efficient preparation and processing of deposit and business loan transactions and maintenance, focusing on accuracy, promptness, and client satisfaction.
Requirements
  • Education: High school diploma, or equivalent education and related training with three years of customer service experience. Or Associates degree in related field with two years of customer service experience.
  • Experience: Minimum 5 years of banking experience in account opening particularly for business entities and customer service.
  • Knowledge: Basic knowledge on general banking regulations such as BSA, CIP, OFAC, etc. Familiar with new account opening process and commercial account structures. Possess basic knowledge of loan operations.
  • Skills: Strong communication skills, both written and verbal, relating to internal and external clients and contacts. Strong customer service contact handling skills. Ability to manage high-volume inquiries in a timely manner. Strong organization skills. Ability to complete all core trainings. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products. Possess math aptitude with ability to grasp general accounting and financial concepts.
  • Language: Must be fluent in English both speaking and written.