AVP, Customer Service & Sales Manager

Cathay Bank in; Los Angeles (CA); On-site; USD 37,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k)

Job summary

Cathay Bank in Los Angeles is seeking an experienced Branch Supervisor to lead Relationship Bankers and Operations staff, ensure exceptional customer service, and uphold all policies and regulatory standards. You will coach staff, monitor sales goals, and partner with branch leadership to grow the business.

Ideal candidates have 3–5 years of supervisory bank experience, strong communication skills, bilingual English and Chinese preferred, and a commitment to a service-driven sales culture in a

Qualifications

• Three to five years of branch supervision experience.
• Thorough knowledge of branch service functions and policies.
• Strong communication and supervisory skills.

Responsibilities

• Lead Relationship Bankers and Operations staff to meet service and sales goals.
• Ensure branch policies, procedures, and regulatory requirements are followed.
• Coach staff, set performance goals, and conduct evaluations to drive excellence.
• Support onboarding, cross-selling, and customer onboarding plans with the team.
• Represent the branch in community and professional activities.

Skills

Customer Service

Sales

Leadership

Coaching

Communication

Bilingual EN/CH

Tools

MS Word

MS Excel

Outlook

Job description

People Drive Our Success

Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At Cathay Bank - we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members' drive and optimism. Together we can make a difference in the financial future of our communities.

Responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. Responsible for personnel administration, staff development as well as the service driven sales culture of branch banking. Promote, implement, and ensure quality customer service. Provide operational support to areas involving business development and portfolio administration. Support customer retention and acquisition programs by partnering with related Cathay department colleagues to proactively provide services for customers. Ensure regulatory compliance and staff adherence to bank policies and procedures. Maintain operational integrity of the branch.

DIRECT REPORTS

The incumbent supervises Relationship Bankers and all Operations staff (depending on the branch's staffing requirements)

ESSENTIAL FUNCTIONS

Service and Sales Responsibilities:

• Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients demonstrating commitment to quality and extraordinary customer service
• Ensure staff are actively profiling customers during new account and teller transaction process to identify cross sell opportunities to meet customer needs/requirements
• Responsible for developing and tracking individual performance goals. Develop coaching and mentoring process for staff to ensure their performance meets bank customer service, sales, and operational requirements
• Establish and manage achievement of assigned team and individual sales production goals
• Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop customer onboarding plan, including set-up of products and services
• Support business development colleagues, and perform marketing activities as needed in efforts to achieve branch growth and profitability goals
• May register as MLO (Mortgage Loan Originator)- based on branch/market needs, to support loan inquiries, interview loan applicants, and assist with loan related functions
• Represent the bank by actively participating in outside civic/community affairs, business/ industry-related organizations and other professional activities as appropriate

Operations, Management & Administration Responsibilities:

• Direct the operations functions of the branch. This encompasses the full knowledge of branch functions which include- new accounts, teller operations and safe box. The incumbent acts as the resident expert on procedural, risk and regulatory functions within the branch
• Ensure that the branch consistently complies with all bank policies/procedures, banking regulations and meets satisfactory audit rating. Implement appropriate controls and oversight for any identified deficiencies
• Ensure sound operating conditions are maintained in the branch by utilizing the daily and monthly operational and reporting reviews along with completion of required branch certifications
• Perform staffing evaluation to ensure appropriate levels of staffing and skill sets in support of customer service requirements. Work with Branch Manager and Regional management on effective staff deployment and utilization
• Ensure performance reviews/evaluations of the branch's non-officer staff and officers as assigned, are completed timely, objectively and with proper emphasis on individual development, coaching skills, customer service skills and sales/referral activities
• Recommend hires, transfers, terminations, salary adjustments, performance standards and reviews. Approve employee daily time records, work assignments, vacations, sick pay, etc.
• May serve as Safety and/or Security Officer for the branch

QUALIFICATIONS

• Three to five years' experience in a similar capacity with management/supervisory responsibilities. Comprehensive knowledge of all aspects of branch service functions.
• Thorough knowledge of bank policies and procedures.
• General knowledge of complex support systems, branch efficiency and productivity, and personnel policies and procedures.
• Computer experience (Microsoft Word, Excel, Outlook) required.
• Good management skills with emphasis on planning, organization and scheduling.
• Excellent verbal and written communication skills.
• Bi-lingual English and Chinese (Mandarin or Cantonese) preferred.

OTHER DETAILS

Pay Range: $26.92 - 40.87 / hour

Pay determined based on job-related knowledge, skills, experience, and location.
This position may be eligible for a discretionary bonus.

Cathay Bank offers itsfull-timeemployees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).

Cathay Bank may collect personal information from potential job candidates and applicants. For more information on how we handle personal information and your applicable rights, please review our California Job Applicant Privacy Policy .

Cathay Bank is an Equal Opportunity and affirmative action employer. We welcome applications for employment from all qualified candidates, regardless of race, color, ethnicity, ancestry, citizenship, gender, national origin, religion, age, sex (including pregnancy and related medical conditions, childbirth and breastfeeding), reproductive health decision‑making, sexual orientation, gender identity and expression, genetic information or characteristics, disability or medical condition, military status or status as a protected veteran, or any other status protected by applicable law.