• Job Description

  Req#: 10708

  Introduction

  Since 1973, East West Bank has served as a pathway to success. With over 120 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 an exclusive focus on the U.S. and Greater China markets. 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 GTS Onboarding Associate. This position will be reporting to the Global Transaction Services On-Boarding Manager. Associate will coordinate the setup of Global Transaction Services with the appropriate operations units. Associate will be familiar with the latest security controls offered by the Bank's application and be able to clearly communicate to the customer. Associate will have thorough knowledge of all treasury management products, which also includes set-up worksheets, Bank agreements, and system requirements. Associate will be responsible for timely and accurate set-up of account opening and on line services to backend systems. Handle inbound customer service calls to assist Global Transaction Services customers and Bank employees with product questions. Associate will be responsible to provide issue resolution related to Global Transaction Services within the established guidelines. Be able to support customer training as well as support branches with GTS inquiries. Resolve issues/questions when the Sales Consultant is out of office and refer those as appropriate to partners or other departments for resolution. Job functions may vary and other duties assigned based on business need.

  Responsibilities

  • Review customer requests and documentation for completeness. Rectify any discrepancies within the paperwork or document deficiencies by working with Global Transaction Services Sales, Line Officer, or Customer. Refer unresolved issues to appropriate Operations areas or escalate to management and track until resolved. Serve as the subject matter expert on system capabilities, set-up worksheets, and Bank agreements related to establishing Global Transaction Services. Ensure timely setup of services to meet or exceed department service level agreements and monitor thetransition of service implementations from sales officers through complete setup and customer usage satisfaction. Must maintain a thorough knowledge of Account Analysis and be able to research billing inquiries and clearly communicate findings
  • Support the Bank's initiatives for centralized customer on-boarding by functioning as the coordinator of the Global Transaction Services client on-boarding process. Provide extraordinary support to line officers when on-boarding new client relationships. Collaborate with business units to smoothly and efficiently on-board new client relationships. Provide ongoing status of activity, identifying error impact, timeliness, and quality concerns. Function as a GTS contact for maintenance. Participate on customer calls and provide support for special/complex customer requests and products; may travel to customer site for servicing presentations or lead tours for clients at the Bank facility. Participate in sales meeting and provide recommendations that may assist in generating new revenue including educating bank employees with processes related to onboarding.
  • Proactively manages small to large sized projects with demonstrated ability to manage multiple requests from conception to completion deadline, resolving issues, and escalating timely. Involves interviewing users to identify and analyze needs. Develop and lead the execution of the plan to complete the onboarding assignments, notify all involved parties of their assigned tasks. Regularly communicate updates leading up to the effective date and successful completion of onboarding.
  • Demonstrates knowledge of and is sensitive to the current regulatory environment; adheres to the Banks Risk Vision, and risk management policies and programs; recognizes and proactively addresses risk (including but not limited to those associated with Bank Secrecy Act, anti-money laundering, consumer compliance, fair lending, fiduciary responsibilities, and privacy); identifies and appropriately manages risk. Must complete all Bank/Departmental certifications timely

  Qualifications

  • 5+ years of customer service experience. 5+ years of Treasury Management experience. High School Diploma required. College education preferred.
  • Associate must have knowledge of Treasury Management products and services
  • Strong technical aptitude, ability to organize and coordinate multiple assignments and follow through to completion
  • Must be able to work under minimal supervision and work well under pressure. Ability to work in a fast paced environment focused on meeting or exceeding service level agreements
  • Ability to work well with Product Management, Treasury Management Sales, customers, and technical system staff to resolve issues and problems along with identifying enhancements and opportunities
  • Must beable to work a flexible schedule, including overtime. Good written and oral communication skills required. Strong reasoning and analytical skills
  • Strong problem solving skills and ability to resolve complex issues must be PC literate and able to trouble-shoot routine PC challenges.

  Compensation

  The base pay range for this position is USD $80,000.00/Yr. - USD $88,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

• About the company

  East West Bank, the primary subsidiary of East West Bancorp, Inc.,

Notice