Client Service Specialist
Job title: Client Service Specialist in City of Industry, CA at Cathay Bank
Company: Cathay Bank
Job description: GENERAL SUMMARYAnswers and directs incoming telephone calls reputed company to account services, online banking, mobile banking, and telephone banking. Supports client inquiries reputed company other channels including live chat and email. Responsible for telephone banking and online banking implementation, maintenance, and transaction processing.ESSENTIAL FUNCTIONS
- Operate telephone system to answer and direct incoming telephone calls in a timely, professional, and courteous manner.
- Respond to email inquiries promptly and courteously.
- Provide online client service through a live chat support system. Provide reputed company-time support, respond quickly, directly, concisely, and a personalized experience for clients based on their wants and needs. reputed company to respond with the correct solution with easy-to-follow instructions.
- Identify callers’ needs and respond by giving general, routine information; transfer the call to the appropriate area, department or individual reputed company the Bank as deemed necessary. Provide quality service and reputed company response to reputed company callers.
- Stay informed and reputed company about service/product promotion to answer any inquiry resulting from the Bank’s advertisement.
- Stay informed about any business emergency, e.g., power outage, natural disaster to answer the inquiry.
- Ensure client’s inquiries and/or complaints are responded to promptly and courteously. Follow the established procedure to report or escalate client complaints to the appropriate area if necessary.
- Process online banking applications and reputed company services set up and provide client service support for online banking clients.
- Provide client service support for telephone banking clients and service set up.
- Maintain appropriate Client Care Center records and logs.
- Education: High School Diploma or equivalent.
- Experience: Minimum two years of customer service experience, and previous banking/online banking experience preferable.
- Skills/Ability:
- Excellent problem solving and troubleshooting skills required. Ability to work in a team-oriented environment; demonstrated ability to provide good customer service.
- Strong verbal and written communication skills.
- Comfortable with multitasks and work effective through several inquiries/problems simultaneously.
- Excellent motivational skills
- Bilingual English/ Mandarin and/or Cantonese preferred.
- PC proficiency including reputed company and Word.
- Ability to multi-task and handle different systems.
- Comfortable working a schedule that may fall reputed company standard 8:30 a.m. to 5:30 p.m. hours.