Senior Treasury Services Associate

East West Bank; Houston (TX); On-site; USD 100,000 - 130,000; Full time

Job summary

East West Bank is seeking a GTP Senior Service Associate to deliver world-class customer service for commercial customers using Treasury Management products. The role reports to the Global Transactions Services Group Manager and emphasizes first-call resolution and secure communications of system requirements.

The ideal candidate has 5+ years of Treasury systems experience, deep banking product knowledge, and the ability to balance risk with opportunity while providing timely issue resolution.

Qualifications

• Must multi-task between incoming calls and emails with accuracy.
• Strong product, operational, and commercial banking knowledge to resolve issues.
• 5+ years of experience with Treasury systems and products.
• Treasury product solution based referral techniques to service clients and support TMS initiatives.
• Re-engineer processes and develop proactive approaches to client challenges.
• Make recommendations to improve quality and service to call center operations.
• Troubleshoot wide-ranging issues, identify risks and keep management informed.
• Identify root causes and opportunities for product/service improvement.
• Develop creative win-win service solutions.
• Bachelor's degree and 5 years of related banking experience preferred.

Responsibilities

• Focus on the East West Bank vision and goals.
• Maintain a collaborative climate, set priorities, and improve performance through feedback.
• Maintain a customer-centric approach and respond to service level agreements with emphasis on first-call resolution.
• Work on and follow up with clients on research requests and problems.
• Communicate internal policies and procedures to customers; work independently.
• Explain transmission protocols to bank IT, programmers, and vendors.
• Ensure smooth synchronization of browser settings to Treasury Management product requirements.
• Troubleshoot technical issues remotely via MS tools.
• Walk customers through product user guides.
• Support Remote Deposit scanner installation and software.
• Make decisions quickly while balancing risk with opportunity.
• Provide high responsiveness when servicing clients and internal staff.
• Resolve complex product and account service issues with ownership and resolution.

Skills

Customer service

Treasury systems knowledge

Problem solving

Multi-tasking

Communication

Education

Bachelor's Degree

Tools

Treasury Management system

Job description

East West Bank is seeking a GTP Senior Service Associate to deliver world-class customer service for commercial customers using Treasury Management products. The role reports to the Global Transactions Services Group Manager and emphasizes first-call resolution and secure communications of system requirements.

The ideal candidate has 5+ years of Treasury systems experience, deep banking product knowledge, and the ability to balance risk with opportunity while providing timely issue resolution.