Customer Service & Sales Manager (NE)

Cathay Bank; Arcadia (CA); On-site; USD 36,000 - 43,000; Full time

Benefits offered by this job

Discretionary bonus

Full benefits package

401(k)

Job summary

Cathay Bank in Arcadia, CA is seeking a Branch Manager/Supervisor to lead customer service and branch operations. You will oversee staff, ensure service quality, and support sales initiatives while maintaining regulatory compliance.

You will mentor and develop personnel, drive branch growth, and collaborate with regional teams to deliver exceptional financial services to the community. A college degree and supervisory experience are preferred.

Qualifications

• College degree a plus.
• 3–5 years in a similar capacity with supervisory duties.
• Comprehensive knowledge of branch service functions.
• Knowledge of bank policies and procedures.
• Knowledge of complex support systems and branch productivity.
• Direct sales experience desired.
• Word, Excel, Outlook experience required.
• Strong planning, organization and scheduling skills.
• Excellent verbal and written communication.
• Bi-lingual English and Chinese preferred.

Responsibilities

• Interact professionally with bank personnel, corporate clients and customers.
• Profile customers during new accounts and teller transactions to identify cross-sell opportunities.
• Develop and track individual performance goals and coach staff accordingly.
• Establish and achieve team and individual sales production goals.
• Collaborate with Branch Manager/Relationship Manager on onboarding plans.
• Support business development activities to grow branch profitability.
• May register as Mortgage Loan Originator (MLO) as needed.
• Represent the bank in community and professional activities.
• Direct the branch operations including new accounts and teller operations.
• Ensure compliance with bank policies and regulatory requirements.
• Maintain branch certifications and audit readiness.
• Staffing evaluation and deployment planning with management.
• Conduct performance reviews for staff and officers.
• Recommend hires, transfers and salary adjustments.
• May serve as Safety and/or Security Officer for the branch.

Skills

Customer service

Staff development

Communication skills

Bi-lingual EN/CN

Tools

Microsoft Word

Microsoft Excel

Microsoft 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.

What our team members are saying:

GENERAL SUMMARY

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

• College degree a plus.
• 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.
• Direct sales experience desired.
• 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

$26.44 - $31.25 / hour

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).

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 Affinity 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.