Customer Service Specialist I

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, 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 a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Overview

The Customer Service Specialist serves as the primary point of contact for customers contacting the bank by phone or chat. This role is responsible for providing exceptional customer service, addressing account-related inquiries, resolving issues, and identifying opportunities to promote bank services while maintaining compliance with banking regulations and security standards. They review call data, monitor performance metrics, and identify trends or issues. Additionally, they may develop reports, recommend process improvements, and provide guidance to junior analysts or team leaders.

Responsibilities

• Answer inbound customer calls in a professional, courteous, and timely manner.
• Provide accurate information regarding banking products, services, policies, and procedures.
• Resolve customer inquiries and complaints at first point of contact whenever possible.
• Deliver a positive customer experience while maintaining high service standards.
• Educate customers on available self-service and digital banking options.
• Assist customers with checking, savings, credit card, loan, and deposit account inquiries.
• Verify customer identity using established authentication and security procedures.
• Process account maintenance requests such as address changes, account updates, and service enrollments.
• Support transactions including transfers, stop payments, and account servicing activities.
• Assist customers with online and mobile banking access and functionality.
• Document interactions and actions taken in the customer relationship management (CRM) system.
• Investigate and resolve customer concerns regarding account activity, fees, fraud alerts, and service issues.
• Research and resolve discrepancies and transaction-related issues.
• Escalate complex issues to the appropriate department when necessary.
• Maintain ownership of customer issues through completion.
• Identify customer needs through effective questioning and active listening.
• Identify and report suspicious or potentially fraudulent activity.
• Achieve productivity goals, including call handling and after-call work metrics.
• Maintain attendance and schedule adherence requirements.
• Meet customer satisfaction and service-level objectives.
• Perform other duties as assigned

Qualifications

• Professional working proficiency in Spanish is a plus
• Some college preferred, high school graduate or equivalent required
• 1+ 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 verbal 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
• The candidate must be punctual, maintain a good attendance record, and able to work flexible hours and days

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship currently.

Compensation

The base pay range for this position is USD $20.00/Hr. - USD $23.00/Hr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.