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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

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Cathay Bank is an equal opportunity and M/F/D/V (Minority/Female/Disabled/Veteran) employer.

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