Customer Service Associate

Bank of the Orient; Millbrae (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Bank of the Orient is seeking a Customer Service Associate to handle a high-volume, multi-line phone system, provide product information, and assist customers and employees with inquiries.

The role emphasizes accurate record-keeping, timely research, and cross-selling opportunities while delivering courteous service in a community banking environment.

Qualifications

• High school diploma or equivalent required.
• 4+ years in retail bank operations.
• 4+ years customer service experience by phone.
• Strong math fundamentals.
• Knowledge of bank products and services.
• Proficient with MS Word and Excel.
• Good written and verbal communication.
• Ability to handle a high volume of work with minimal supervision.

Responsibilities

• Answer customer service calls and provide accurate information.
• Cross-sell bank products when appropriate.
• Maintain accurate records and generate department reports.
• Assist customers with troubleshooting e-banking and Online Services.
• Process requests such as stop payments, wire transfers, and statements.
• Investigate and resolve customer questions or complaints in a timely manner.

Skills

Customer service

Phone handling

Data entry

Analytical skills

Communication skills

Problem solving

Education

High school diploma or equivalent

Tools

MS Word

Excel

Online Banking systems

Job description

Bank of the Orient is an independent Asian Community Bank that has proudly served the financial needs of multiple Bay Area communities for over 55 years and Texas. We are well known for our commitment to providing the highest level of personal service to our customers; we take a personal interest in our communities' unique banking needs, we are dedicated to providing integrity in banking and financial services, we provide high quality dependable service by being accessible and reliable. We are committed to excellence in everything we do.

We have an opening for a Customer Service Associate and under general supervision, but within established policies and procedures, answers customer service telephone line and provides information to customers, potential customers, and employees - responding to inquiries, requests, and complaints in an accurate, timely and courteous manner. Requests research as required by customer questions or complaints and follows up to ensure prompt service. Performs clerical and record keeping duties related to functions in Central Processing.

ESSENTIAL DUTIES:

• 1. Demonstrates quality customer service principles with internal and external customers consistently.
• 2. Receives incoming telephone calls from customers, potential customers, and employees regarding account information. Operates a multi-line telephone, prioritizing calls to minimize waiting time of callers.
• 3. Requests research for customers or employees needing check or statement copies.
• 4. Assist customers in troubleshooting e-banking and Online Services
• 5. Takes appropriate action to ensure that errors and problems reported by customers are researched, resolved, and responded to in a timely manner.
• 6. Refers difficult or complex questions or problems to supervisor / manager, as required.
• 7. Composes letters to customers as needed to respond to requests or inquiries and to follow up problems.
• 8. Relates complete information to customers regarding products and services; conveys information in a clear and concise manner, making suggestions as appropriate; Effectively cross-sells the Bank’s products and services.
• 9. Maintains accurate statistical data and generates department reports on a daily and monthly basis.
• 10. Periodically reviews all customer problems/ complaints with supervisor / manager.
• 11. Participates in assisting with procedural questions, and provides assistance when complex problems arise.
• 12. Maintains accurate record-keeping, data storage, and filing of customer sensitive information.
• 13. Adds new and maintains existing clients to Online Banking systems.
• 14. Processes action items generated via Online Banking (stop payments, wire transfers, messages, etc.).
• 15. Investigates and processes Reg E claims.

REQUIREMENTS:

• 1. Requires High school diploma or equivalent.
• 2. Minimum 4 years experience in retail bank operations
• 3. Minimum 4 years customer service experience dealing directly or by phone.
• 4. Knowledge of basic math.
• 5. Knowledge of Bank’s products and services.
• 6. Knowledge of computer programs – i.e., MS Word, Excel
• 7. Thorough understanding of bank back-office operations.
• 8. Good analytical, research and problem solving skills.
• 9. Good oral and written communication skills.
• 10. Demonstrated ability to handle a large volume of work with minimal supervision

The candidate will be subject to investigation through credit checks, reference checks, background checks and fingerprinting checks performed at the time permissible under relevant law.

Visit our website at: www.bankorient.com for additional information.

Bank of the Orient is proud to be an AFFIRMATIVE Action, Equal Opportunity Employer.