Customer Service Center Specialist (Remote)

Company: East West Bank
Location: Jacksonville
Posted on: January 16, 2022

Job Description:

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 120 locations across the U.S. and Greater China, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates' potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. Since 2010, we have been recognized by Forbes magazine as one of "America's Best Banks." With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

Overview

East West Bank is seeking a Customer Service Center Specialist - Chat Associate. The CSS chat agent will perform a variety of customer service duties for external customers through East West Bank's digital banking live chat platform. As part of EWB's Customer Service Center Department (CSC), the associate is expected to provide excellent customer service to resolve diverse issues and present solutions based on the individuals' needs.

Responsibilities

• Respond to customer chat inquiries regarding bank products and services, transaction requests and account maintenance related to their account
• Utilize active listening, willingness to help, identify customer needs and deliver courteous, professional service in a manner reflecting positively on East West Bank
• Gain solid understanding of EWB's digital banking platform, digital application and onboarding process, and be able to assist customers in navigating our digital environment (e.g. mobile app and online banking)
• Learn and stay up to date on all changes related to CSC's policies and procedures, banking regulations, and digital banking features and enhancements
• Obtain a comprehensive knowledge of all East West Bank products and services as well as general information required to answer customer questions
• Troubleshoot various problems and properly escalate to management as needed
• Other duties and projects as assigned by management
  Qualifications
  
  Due to the CSC's current need to service our customers during normal China business hours, candidates should be available to begin shifts early evening and end early morning the next day PST. This position is eligible as a fully remote/WFH opportunity.
  • • Candidate must be able to begin shifts that start early evening and end early morning the next day PST
    • Candidate must have strong typing skills in both English and Chinese (simplified)
    • Candidate will meet all remote work requirements including having an appropriate work space/environment with reliable internet
    • Some college preferred, high school graduate or equivalent required
    • 1-2 years' experience serving in a customer service role. Call center and/or retail banking experience a plus
    • Tech savviness and/or experience troubleshooting technical issues a strong plus
    • Requires close attention to detail, excellent written communication along with interpersonal and client service skills
    • Must be able to troubleshoot and resolve customer concerns using critical thinking skills
    • Must have strong PC, proficiency with Windows based applications and excellent math aptitude
    • Ability to work independently and efficiently in a fast-paced environment with minimal supervision
    • The candidate must be punctual and maintain a good attendance record

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