Assistant Manager

 

Responsible for supervising and coordinating all day-to-day activities within the Customer Call Center.  This includes direct supervision of the Call Center Representatives whose primary function is to respond to customer questions, issues and requests. Oversee the Cash Management implementation and Online Banking transaction processing.  Responsible for setting and monitoring service standards, scheduling and directing workflow, staff training and development, and ensuring all activities comply with bank policies and procedures.

 

 

1.       Monitors all incoming and outgoing customer calls ensuring that they are answered timely, courteously and accurately.

2.       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.

3.       Supervises staff including training, performance monitoring, and coaching.  

4.       Schedules/assigns work and monitors workflow ensuring all daily operational functions are completed in a timely manner.  Provides coverage when needed.

5.       Ensures staff adheres to internal policies and procedures and are in compliance with applicable regulations.

6.       Manages the department central e-mail ensuring customer inquiries and/or complaints are responded to promptly and courteously or are redirected as necessary.

7.       Keeps informed about service/product introductions or changes, promotions, and other Bank changes that could result in customer inquiries. 

8.       Assists the Unit Manager in preparing monthly reports. Prepares additional statistical reporting as needed or requested. Maintains department records and/or logs.

9.       Participates in User Acceptance Testing of online banking system enhancements and changes to other Cash Management related products and services. 

10.   Assists in the processing of Cash Management Service applications and online banking transactions.

11.   Acts as a technical resource on cash management products and services.

12.   Participates in special assignments and projects as required.

13.   Serves as back-up to the unit manager in performing various duties. 

14.   Perform other functions and duties as assigned and requested.

 

QUALIFICATIONS

 

·         Experience:  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.

·         Skills/Ability: 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.

How to apply:  Please send resume to jobs@cathaybank.com

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