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Retail Banking Specialist

2 months ago

Cupertino, California, United States Cathay Bank Full time
Job Summary

Cathay Bank is seeking a highly skilled Relationship Banking Officer to join our team. As a key member of our branch operations, you will be responsible for supporting the administration of branch operations and managing a customer portfolio of retail branch customers. Your primary responsibilities will include deepening customer relationships by cross-selling bank products and services, referring customers to other areas of the bank as appropriate, and providing operational support while delivering exceptional customer service.

Key Responsibilities
  • Sales and Service:
    • Build rapport and maintain/expand branch relationships with active customer portfolio management.
    • Identify opportunities to cross-sell bank products and services to ensure customers' financial goals are met.
    • Originate and process mortgage loans.
    • Maintain open communication with bank sales personnel such as financial advisors, commercial lenders, cash management, etc.
    • Provide quality personalized customer service, maintain frequent customer contact to expand relationships and ensure customer retention.
    • Proactively support branch new business promotions.
    • Achieve assigned sales goals in areas of loans, deposits, and fee income.
    • Represent the bank in civic/community affairs, as appropriate.
  • New Accounts:
    • Independently perform all aspects of new account opening procedures for all bank products/services.
    • Answer customer inquiries, make appropriate decisions for financial solutions and recommendations, and assist with problem resolution.
    • Perform customer service functions that may include, but are not limited to, check orders, change of address, return mail processing, supersede signature cards, and other account maintenance changes.
    • Look for opportunities to automate, streamline, or improve efficiencies in the branch operations administration of assigned branch.
    • Maintain confidentiality of customer information as well as bank proprietary information.
  • Operations:
    • Provide and/or supervise others in performing a variety of necessary branch operations required duties:
      • Perform deposits and withdrawal transactions.
      • Reconcile and balance teller cash drawer.
      • Process outgoing wires.
      • Essential functions of safe deposit box (e.g., entry, opening, maintenance).
      • Assist customers with problem resolution.
      • Assist in ATM balancing.
      • Detect and report fraudulent or suspicious activities by completing BSA reporting as required, currency transactions reports, or monetary instrument reports.
    Requirements
    • College degree in business, accounting, or finance preferred, but not required.
    • Minimum 2-5 years of retail banking experience with an emphasis on sales and business development a plus.
    • Thorough knowledge of bank products and services.
    • Must be knowledgeable of and adhere to regulations and policies affecting new account processing.
    • Obtain appropriate state(s) life insurance license within 12 months of hire or designation as a relationship banking officer and strongly recommend licensing for FINRA Series 6 & 63 or Series 7 & 65.
    • Required to obtain MLO (mortgage loan originator) status to originate mortgage loans. Must possess an active registration or be eligible for registration under the Nationwide Licensing System & Registry (NMLS) within 6 months of hire or designation as a relationship banking officer.
    • PC literate and typing proficient. Previous experience with data entry, 10-key, banking software, and Microsoft Word, Excel, PowerPoint, and Outlook a plus.
    • Detail-oriented and organized – can multi-task, work well under pressure, and follow through on commitments.
    • Excellent interpersonal, listening, and communication skills – can make personal connections, engage, and educate the customer, ask open-ended questions, listen to establish trust, and build lasting relationships.
    • Demonstrated ability to assess customer needs, provide appropriate solutions or recommendations, and optimize sales opportunities to new and existing customers.
    • Demonstrated ability to apply strong critical thinking and problem-solving skills to a variety of situations and create action plans.
    • Ability to work independently and as part of a team.
    • Ability to give and receive feedback to improve skills and job knowledge.
    • Able to work weekends and extended hours as required to meet business demands.
    • Bilingual English/Chinese (Mandarin or Cantonese) preferred.
    • Able and willing to commute as required for business needs.