• 中 文 | English | Español

Online Banking


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


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



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.

Thanks for visiting the Cathay Bank Web Site!

You are about to leave the web site of Cathay Bank and enter into a site that is not controlled by us.

Cathay Bank does not endorse, sponsor or guarantee the information, content, presentation, accuracy or recommendations provided by the site. In addition, Cathay Bank is not responsible for the privacy practices or security of the site. You are encouraged to review the privacy policy of the Web Site before providing any personal information.

If you have any complaints regarding the site, or the service(s) offered, please contact us at:

Cathay Bank

Compliance Department

9650 Flair Drive EL-5-C

El Monte, CA 91731.

E-mail communication is not secure

Please do not include sensitive information such as account numbers or non-public personal information such as Social Security or Tax Identification numbers in any e-mail sent to us via this link.