Overview

East West Bank is seeking a GTS Senior Service Associate. Reporting to the Global Transactions Services Group Manager the employee is responsible for delivering a high level of world class customer service through various inbound and outbound channels for commercial customers with Treasury Management Products.

The Senior Service Associate will be responsible for handling customer inquiries and providing issue resolution within established guidelines, following department procedures, and making sure to deliver within established service levels.

Provide prompt and courteous customer service to both internal and external customers. Will be familiar with the latest security controls offered by the Bank's applications and be able to clearly communicate to the customer using the Bank's systems.

The Senior Service Associate will have thorough knowledge of Treasury Management products which also includes system requirements.

Job functions may vary, and other duties assigned based on business need.

Responsibilities

• Focus on the East West Bank vision, GTS Smart goals
• Ensures a collaborative climate, builds, sets priorities, demonstrates sufficient "know-how" and improves performance through feedback
• Maintain a customer centric approach and effectively respond to service level agreements with an emphasis on first call resolution
• Work on and follow up with clients on research requests and problems
• Utilizes a strong knowledge of internal policies and procedures to professionally respond to customer inquiries. Works independently in an autonomous manner
• Maintain customer centric approach and effectively respond to service level agreements with an emphasis on first call resolution
• Advanced technical skills and function as the technical expert for both internal and external customers supporting FTP / BAI transmissions
• Must be able to explain the various 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 meeting
• Walks customer through Product user guide Requirements
• Support Remote Deposit scanner installation and software
• Make decisions quickly while balancing risk with opportunity
• Provide a high level of responsiveness when servicing clients and internal employees
• Resolve complex product and account service issues through full ownership and resolution

Qualifications

• Must be able to multi-task between incoming calls and email requests with accuracy.
• Must have strong product, operational, and commercial banking knowledge to efficiently resolve issues.
• At least 5 years of experience with Treasury systems and products.
• Utilize excellent Treasury Product solution based referral techniques to fully service the client and support TMS strategic initiatives.
• Make recommendations to improve quality and service to the call center operations.
• Troubleshoot wide-ranging issues, identifying and mitigating risks, keeping management informed
• Identify the root cause of issues and service / product improvement opportunities
• Develop creative win-win service solutions
• Bachelors Degree and 5 years of related banking experience preferred

Compensation

The base pay range for this position is USD $75,000.00 / Yr. - USD $90,000.00 / Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

East West Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

Reasonable accommodations for disability are provided to applicants and employees in accordance with applicable law.

Last updated : 2024-03-24