AVP/VP, Call Center Team Lead

Cathay Bank; Los Angeles (CA); On-site; USD 91,300 - 122,001; Full time

Benefits offered by this job

Full benefits package

401(k)

Job summary

Cathay Bank is seeking an experienced Treasury Management Call Center Team Lead in Los Angeles to oversee daily operations, deliver first-line support, and mentor the team. The role interfaces with branches, lenders, and operations to ensure high-quality service and regulatory compliance.

The position requires 5+ years in Treasury Call Center or related roles with knowledge of Treasury products and strong leadership, problem-solving, and communication skills.

Qualifications

• Bachelor's degree preferred.
• 5+ years of Treasury Management Call Center or related experience, with emphasis on Treasury products and services.
• Knowledge of Treasury and Financial operations is a plus.

Responsibilities

• Oversee the day-to-day operations of the Treasury Management Call Center.
• Provide first level support for all customer inquiries and issues.
• Mentor and train Treasury Management Call Center team members.
• Monitor SLAs to ensure client satisfaction.
• Assist with staff hiring, coaching, and counselling.
• Develop written procedures and guides for the Call Center team.

Skills

Verbal communication

Written communication

Presentation skills

Teamwork

Project management

Organizational skills

Analytical skills

Problem solving

Customer service

Coaching/mentoring

Mandarin/Cantonese

Education

Bachelor's degree

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.

What Our Team Members Are Saying

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General Summary

The Treasury Management Call Center Team Lead plays a crucial role in managing the internal and external call center. This is an experienced level Treasury Management position responsible for providing day-to-day direction of the Treasury Management Call Center team members. A results driven mindset is important in this role as this crucial role is also responsible for ensuring the delivery of superior customer service by phone and electronic communications. Interface with branch staff (i.e. Branch Managers, Relationship Managers, Tellers), Lenders, Loan and Deposit Operations, Accounting, TMS Officers, etc. to manage the servicing of Treasury Management services. Ability to apply problem-solving skills to guide and assist team members is critical. Comfortable operating in a dynamic and rapidly evolving organization.

DIRECT REPORTS

Incumbent has direct reports.

Essential Functions

• Responsible for the oversight of the Call Center team.
• Oversee the day-to-day operations of the Treasury Management Call Center, which involves providing first level support for all customer inquiries and issues.
• Solid knowledge of the various Treasury Management products and services including but not limited to Business Online Banking, Account Reconciliation, Positive Pay, ACH, Tax Payments, Wire Transfers, Cash Vault, Lockbox, and Remote Deposit Capture. Mentor and train Treasury Management Call Center team members.
• Monitor Service Level Agreements to ensure SLAs are met for client satisfaction.
• Assist manager in providing guidance and direction to staff, including goal setting, training and development.
• Responsible for the call center and the assignment of client issues and inquiries so the workload is balanced ensuring SLAs are met.
• Serve as a Subject Matter Expert (“SME”) for the department manager in other functions.
• Assist with the calls and client requests, as needed.
• Ensure processes meet regulatory and risk management requirements.
• Maintain logs, volume activity charts, records and provide management with (daily, weekly, and monthly) requested statistical data.
• Serve as backup to other Department Team Leads.
• This role is a working Team Lead, which may require the Team Lead to support high profile customers.
• Mentor and train Treasury Management Call Center team members.
• Assist in staff hiring, coaching and counseling.
• Develop written procedures and guides for the Call Center team, as needed.
• Demonstrate the ability to work independently, managing to deadlines. Act independently with infrequent supervision and elevate, as necessary.

Qualifications

Education:

• Bachelor's degree (preferred)

Experience

• 5+ years of Treasury Management Call Center or related experience. Experience with banking products and services with an emphasis on Treasury management products and services.
• Knowledge of Treasury and Financial operations is a plus.

Skills/Ability

• Proven professional verbal, written, and presentation skills required. The ability to work in a team environment; fostering a healthy and collaborative environment with all business partners is needed. Strong project management, organizational, analytical and problem-solving skills.
• Ability to work under pressure.
• Great attention to detail.
• Excellent customer service skills a must.
• Ability to communicate effectively and tactfully with all levels of employees.
• Ability to coach, mentor and train others.
• English proficiency, bilingual Mandarin and/or Cantonese a plus.

Other Details

• AVP: $91,300 – $96,200 / year
• VP: $110,000 – $122,001 / year
• Pay determined based on job-related knowledge, skills, experience, and location.
• This position may be eligible for a discretionary bonus.
• Cathay Bank offers its full-time employees 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).

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Cathay Bank is an Equal Opportunity and Aff… 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.

Cathay Bank endeavors to make www.CathayBank.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact, Mickey Hsu, FVP, Employee Relations Manager, at [phone] or [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.