Senior Customer Service Analyst

East West Bank; El Monte (CA); On-site; USD 75,000 - 85,000; Full time

Job summary

East West Bank in California seeks a skilled Quality Assurance professional to develop and execute a comprehensive QA program for customer service improvements, ensuring rigorous standards and reliable reporting.

You will identify inefficiencies, create actionable reports, design training programs, and collaborate with other departments to implement changes, while defining KPIs and tracking outcomes to drive customer satisfaction and business value.

Qualifications

• Bachelor's degree in Economics, Accounting, Finance, or Communications or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Flexible and adaptable to a dynamic environment.
• Proficient in Microsoft Excel.
• Ability to multi-task with attention to detail in a fast-paced environment.
• Customer service experience preferred.

Responsibilities

• Develop and execute a Quality Assurance Program.
• Create comprehensive reports that summarize findings and provide insights.
• Identify inefficiencies within current customer service processes and propose optimized solutions.
• Create a cross-selling program for Customer Service Specialists.
• Work closely with other departments to implement improvements and act as the project coordinator.
• Define and track outcome-based KPIs, value realization benchmarks, and executive reporting for all transformation initiatives.
• Identify training needs within the customer service team. Develop training programs and materials to ensure team members possess the necessary skills to handle customer interactions effectively.
• Diving deep into customer feedback and behavior patterns, to gain insights into what drives customer satisfaction and loyalty.
• Play a role in evaluating and integrating technology into current processes.
• Perform other duties as assigned.

Job description

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Responsibilities

• Develop and execute a Quality Assurance Program.
• Create comprehensive reports that summarize findings and provide insights.
• Identifying inefficiencies within current customer service processes and proposing optimized solutions.
• Create a cross-selling program for Customer Service Specialists.
• Work closely with other departments to implement improvements and be the project coordinator.
• Define and track outcome-based KPIs, value realization benchmarks, and executive reporting for all transformation initiatives.
• Identifying training needs within the customer service team. Develop training programs and materials to ensure team members possess the necessary skills to handle customer interactions effectively.
• Diving deep into customer feedback and behavior patterns, to gain insights into what drives customer satisfaction and loyalty.
• Play a role in evaluating and integrating technology into current processes.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree with applicable concentration in Economics, Accounting, Finance, or Communications with equivalent experience; or equivalent combination of education and experience
• Excellent verbal and written communication skills
• Flexible and adaptable to a dynamic environment
• Proficient in Microsoft Excel
• Ability to multi-task with attention to detail, adapt quickly to changes and work effectively in a fast-paced environment
• Customer Service experience preferred

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Compensation

The base pay range for this position is USD $75,000.00/Yr. - USD $85,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.