Senior Specialist - Contact Center

Bbcnbank; Gardena, Northern (CA, KY); Hybrid; USD 3,312,000 - 3,642,000; Full time

Job summary

Bank of Hope is hiring for a full-time Customer Service Associate in Gardena, CA. The role focuses on handling customer calls, supporting deposit products, and guiding clients through online and mobile banking issues.

Strong communication, empathy, and teamwork are required, with 1–5 years of relevant experience. English is essential; Korean language skills are preferred to assist a diverse customer base. This position emphasizes compliance with BSA and fraud prevention policies.

Qualifications

• Minimum Education Level: High School Diploma.
• 1-5 years of experience is required.
• Strong written and verbal communication with empathy is essential.
• Language: English; Korean preferred.

Responsibilities

• Provide quality customer service while answering calls from customers, internal associates and third party inquiries.
• Knowledgeable on deposit products and services, providing solutions based on client needs.
• Assist customers with online/mobile banking services and issues.
• Monitor for irregular transactions and report suspicious/unusual activities as required.
• Ensure compliance with BSA, fraud prevention and Bank of Hope policies and procedures.
• Adhere to schedule and meet performance goals.
• Provide limited support to other Retail Banking areas as needed.
• Contribute to process improvements and assist with training.

Skills

Customer service

Call center

English & Korean

Communication

Teamwork

Critical thinking

Education

High School Diploma

Tools

MS Office

Mobile devices

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.