Senior Specialist - Contact Center

Bank-of-Hop; Gardena (CA); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

Bank of Hope in Gardena, CA is seeking a Customer Service Representative to handle inbound calls, assist customers with online banking, and promote deposit products. The role emphasizes empathy, accuracy and teamwork in a fast-paced environment.

Salary ranges from $24.04 to $26.44 per hour plus bonus and benefits; a high school diploma and 1–5 years of experience are preferred. Located in Southern California, this on-site role supports multiple banking functions.

Qualifications

• Education: High School Diploma required.
• Experience: 1–5 years in customer service or call center.
• Languages: English; Korean preferred.

Responsibilities

• Provide quality customer service while answering calls from customers, internal associates and third party inquiries.
• Be knowledgeable on deposit products and services and provide solutions as needed.
• Assist with online and mobile banking services and related issues.
• Identify irregular transactions and report suspicious activity as required.
• Understand regulatory compliance including BSA, fraud and loss prevention.
• Adhere to schedule and meet quantitative/qualitative goals.
• Support other Retail Banking functions and partners as needed.
• Contribute to process improvements and participate in training.
• Other duties as assigned.

Skills

English/Korean language

Communication skills

Teamwork

Critical thinking

Adaptability

Customer service experience

Education

High School Diploma

Tools

MS Office

Job description

• Provide quality customer service while answering calls from customers, internal associates and third party inquires.
• Knowledgeable on deposit products and services, providing solutions depending on client needs.
• Assist with online/mobile banking services and issues.
• Awareness of irregular transactions and reporting suspicious/unusual activities to appropriate areas.
• Understanding of regulatory compliance including BSA, fraud and loss prevention and adherence to Bank of Hope’s policies and procedures.
• Adherence to schedule and quantitative/qualitative goals.
• Limited support of other functional areas of Retail Banking and business partners.
• Open contributor to process/procedure improvements, peer to peer coaching and assist with training/on-the-job-training.
• Other job-related duties as assigned.

Job Qualifications/Requirements

Education/Credentials

• Minimum Education Level: High School Diploma

Prior Experience

• Required: 1-5 years

Technical Skills

• Language requirements: English and Korean preferred
• Computer/software skills: intermediate computer and MS Office experience; mobile device experience preferred.
• Communication skills: excellent written and oral communication, active listening skills, show sympathy/empathy, ability to communicate effectively and project a professional image.
• Teamwork skills: open to feedback, not afraid to ask for help, collaborate and help teammates.
• Critical thinking skills: able to multitask, think outside the box and use analysis/logic to find solutions.
• Resilience: able to adapt to change and thrive in high leverage scenarios
• Preferred: previous customer service, call center and/or banking experience

The salary range for this full‑time position is $24.04 - $26.44 hourly + bonus + benefits

Salary ranges are determined based on qualifications, level, and location.

Exact compensation may vary based on your skills and experience.

Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.

Equal Opportunity Employer
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.