Banking Customer Service Specialist — Fast-Paced & Tech-Savvy

East West Bank; El Monte (CA); In loco; USD 57.308.000 - 65.904.000; Tempo pieno

Descrizione del lavoro

East West Bank in California is seeking a Customer Service Specialist to act as the primary contact for customers by phone or chat, delivering exceptional service and resolving inquiries while promoting bank services.

The role requires meticulous attention to detail, strong communication skills, and the ability to work in a fast-paced environment. Bilingual abilities are a plus, and the team collaborates to meet service-level objectives and ensure seamless digital banking experiences.

Competenze

• High school diploma or equivalent required; some college preferred.
• 1+ years’ experience in customer service; call center or retail banking is a plus.
• Strong attention to detail and excellent verbal and interpersonal skills.

Mansioni

• Answer inbound customer calls in a professional, courteous, and timely manner.
• Provide accurate information regarding banking products, services, policies, and procedures.
• Resolve customer inquiries and complaints at first point of contact whenever possible.
• Deliver a positive customer experience while maintaining high service standards.
• Educate customers on available self-service and digital banking options.
• Assist customers with checking, savings, credit card, loan, and deposit account inquiries.
• Verify customer identity using established authentication and security procedures.
• Process account maintenance requests such as address changes, account updates, and service enrollments.
• Support transactions including transfers, stop payments, and account servicing activities.
• Assist customers with online and mobile banking access and functionality.
• Document interactions and actions taken in the CRM system.
• Investigate and resolve customer concerns regarding account activity, fees, fraud alerts, and service issues.
• Research and resolve discrepancies and transaction-related issues.
• Escalate complex issues to the appropriate department when necessary.
• Maintain ownership of customer issues through completion.
• Identify customer needs through effective questioning and active listening.
• Identify and report suspicious or potentially fraudulent activity.
• Achieve productivity goals, including call handling and after-call work metrics.
• Maintain attendance and schedule adherence requirements.
• Meet customer satisfaction and service-level objectives.
• Perform other duties as assigned

Conoscenze

Bilingual Spanish

Customer service

Problem solving

Formazione

High school diploma or equivalent

Some college preferred

Strumenti

Windows OS

CRM systems

Descrizione del lavoro

East West Bank in California is seeking a Customer Service Specialist to act as the primary contact for customers by phone or chat, delivering exceptional service and resolving inquiries while promoting bank services.

The role requires meticulous attention to detail, strong communication skills, and the ability to work in a fast-paced environment. Bilingual abilities are a plus, and the team collaborates to meet service-level objectives and ensure seamless digital banking experiences.