Southern California Northern California Illinois Massachusetts New Jersey New York Texas Washington Nevada 中 文 | English | Español Home About Us Investor Relations Contact Us Branch Locator Personal AccountsChecking AccountsSavings AccountsCDsIRA CDDebit CardsLoansMortgage LoanHome Equity FinancingAuto LoanCredit CardsCathay Online BankingMobile Banking Business / Commercial Business AccountsBusiness Checking AccountBusiness Savings AccountCDsCash Management ServicesMerchant Deposit CaptureZero Balance AccountLockbox ServiceMerchant Bankcard ServicesCourier Deposit ServiceArmored Transport ServicesCash Vault ServicesBusiness Online BankingLoansCommercial FinancingReal Estate & Construction FinancingInternational Banking & FinancingSmart Capital LineSBA Guaranteed Loan ProgramCredit CardsCathay Business ConnectBANK@WORK Program Foreign Exchange Foreign Exchange ServiceForeign Exchange Market Update Investments Cathay Wealth ManagementAnnuitiesMutual FundsInvestment IRAsOnline Trading/Account Access Online Banking Personal Banking Business Banking Log In Log In View Demo Register Learn More View Demo Register Learn More Home > About Us > Careers > Assistant Manager - Call Center and Branch Support Careers Assistant Manager - Call Center and Branch Support Location: Rosemead Region: Southern California Position Title: Assistant Manager - Call Center and Branch Support Job Duties: Monitors all incoming and outgoing customer calls ensuring that they are answered in a timely fashion, courteously and accurately. Provides guidance to the customer service team when handling more complex customer calls/issues and or concerns. Handles customer service problems or complaints that the agents are unable to resolve. Supervises staff including training, performance monitoring and coaching. Schedules/assigns work and monitors workflow ensuring all daily operational functions are completed in a timely manner. Provides coverage when needed. Ensures staff adheres to internal policies and procedures and are in compliance with applicable regulations. Manages the department central e-mail ensuring customer inquiries and/or complaints are responded to promptly and courteously or are redirected as necessary. Keeps informed about service/product introductions or changes, promotions, and other Bank changes that could result in customer inquiries. Assists the Unit Manager in preparing monthly reports. Prepares additional statistical reporting as needed or requested. Maintains department records and/or logs. Participates in User Acceptance Testing of online banking system enhancements and changes to other Cash Management related products and services. Assists in the processing of Cash Management Service applications and online banking transactions. Acts as a technical resource on cash management products and services. Participates in special assignments and projects as required. Serves as back-up to the unit manager in performing various duties. Basic Requirements: College degree with business classes preferred or equivalent experience required. Minimum three to four years of customer service experience. Online banking system experience a plus. Some supervisory experience required. Knowledge of operational processes related to cash management operations and good understanding of banking product and service offerings. Familiarity with various bank systems. Ability to lead and motivate a team to meet department objectives. Detail-oriented, good follow-up, excellent problem-solving and troubleshooting skills. Excellent written and verbal communication skills. Ability to function in a team environment. Bilingual Mandarin and/or Cantonese preferred. PC proficiency including Excel and Word. Flexible with work hours. Please send resume and salary expectation to Human Resources, Cathay Bank 9650 Flair Drive El Monte, CA 91731 or fax resume to 626-454-1261 Upload:Upload file Cathay Bank is an equal opportunity and M/F/D/V (Minority/Female/Disabled/Veteran) employer. Mortgage Payment Problem? We may be able to help you Know More 1-800-9CATHAY (1-800-922-8429) Customer service: 6:00 a.m. - 6:00 p.m. Pacific Time, Monday through Friday. Automated information is available 24hours a day, 7 days a week.