Senior Specialist - Contact Center

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

Benefits offered by this job

Bonus

Benefits

Job summary

Bank of Hope is seeking a customer service representative in California to handle inbound calls from customers, associates, and third parties. You will understand deposit products, assist with online banking, and report suspicious activity in line with BSA and other regulations.

The role requires 1–5 years of relevant experience, English and Korean language skills preferred, and ability to work to schedule with measurable goals.

Qualifications

• 1–5 years of relevant experience (customer service/call center preferred).
• English and Korean language skills preferred.
• Proficient with MS Office; mobile device experience preferred.
• Excellent written and oral communication; active listening.
• Teamwork and ability to take feedback; collaboration encouraged.
• Critical thinking; multitasking and problem solving in fast-paced settings.

Responsibilities

• 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.

Skills

Customer service

Communication skills

Bilingual English/Korean

MS Office proficiency

Regulatory compliance knowledge

Education

High School Diploma

Tools

MS Office

Mobile banking apps

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.