People Drive Our Success
Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At Cathay Bank – we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members’ drive and optimism. Together we can make a difference in the financial future of our communities.
Apply today!
What our team members are saying:
Video Clip 1 (https://youtu.be/ntD01JTEmic)
Video Clip 2 (https://youtu.be/R49hxuriKK4)
Video Clip 3 (https://youtu.be/Fd61I9F0sDY)
GENERAL SUMMARY
The Treasury Management Call Center Team Lead plays a crucial role in managing the internal and external call center. This is an experienced level Treasury Management position responsible for providing day-to-day direction of the Treasury Management Call Center team members. A results driven mindset is important in this role as this crucial role is also responsible for ensuring the delivery of superior customer service by phone and electronic communications. Interface with branch staff (i.e. Branch Managers, Relationship Managers, Tellers), Lenders, Loan and Deposit Operations, Accounting, TMS Officers, etc. to manage the servicing of Treasury Management services. Ability to apply problem-solving skills to guide and assist team members is critical. Comfortable operating in a dynamic and rapidly evolving organization.
DIRECT REPORTS
Incumbent has direct reports.
ESSENTIAL FUNCTIONS
- Responsible for the oversight of the Call Center team.
- Oversee the day-to-day operations of the Treasury Management Call Center, which involves providing first level support for all customer inquiries and issues.
- Solid knowledge of the various Treasury Management products and services including but not limited to Business Online Banking, Account Reconciliation, Positive Pay, ACH, Tax Payments, Wire Transfers, Cash Vault, Lockbox, and Remote Deposit Capture. Mentor and train Treasury Management Call Center team members.
- Monitor Service Level Agreements to ensure SLAs are met for client satisfaction.
- Assist manager in providing guidance and direction to staff, including goal setting, training and development.
- Responsible for the call center and the assignment of client issues and inquiries so the workload is balanced ensuring SLAs are met.
- Serve as a Subject Matter Expert (“SME”) for the department manager in other functions.
- Assist with the calls and client requests, as needed.
- Ensure processes meet regulatory and risk management requirements.
- Maintain logs, volume activity charts, records and provide management with (daily, weekly, and monthly) requested statistical data.
- Serve as backup to other Department Team Leads.
- This role is a working Team Lead, which may require the Team Lead to support high profile customers.
- Mentor and train Treasury Management Call Center team members.
- Assist in staff hiring, coaching and counseling.
- Develop written procedures and guides for the Call Center team, as needed.
- Demonstrate the ability to work independently, managing to deadlines. Act independently with infrequent supervision and escalate, as necessary.
QUALIFICATIONS
Education:
- Bachelor's degree (preferred)
Experience:
- 5+ years of Treasury Management Call Center or related experience. Experience with banking products and services with an emphasis on Treasury management products and services.
- Knowledge of Treasury and Financial operations is a plus.
Skills/Ability:
- Proven professional verbal, written, and presentation skills required. The ability to work in a team
environment; fostering a healthy and collaborative environment with all business partners is needed. Strong project management, organizational, analytical and problem-solving skills.
- Ability to work under pressure.
- Great attention to detail.
- Excellent customer service skills a must.
- Ability to communicate effectively and tactfully with all levels of employees.
- Ability to coach, mentor and train others.
- English proficiency, bilingual Mandarin and/or Cantonese a plus.
OTHER DETAILS
AVP: $91,300 – $96,200 / year
VP: $110,000 – $122,001 / year
Pay determined based on job-related knowledge, skills, experience, and location.
This position may be eligible for a discretionary bonus.
Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).
Cathay Bank may collect personal information from potential job candidates and applicants. For more information on how we handle personal information and your applicable rights, please review our California Job Applicant Privacy Policy (https://www.cathaybank.com/CA-job-applicant-privacy-notice).
Cathay Bank is an Equal Opportunity and Affirmative Action Employer. We welcome applications for employment from all qualified candidates, regardless of race, color, ethnicity, ancestry, citizenship, gender, national origin, religion, age, sex (including pregnancy and related medical conditions, childbirth and breastfeeding), reproductive health decision-making, sexual orientation, gender identity and expression, genetic information or characteristics, disability or medical condition, military status or status as a protected veteran, or any other status protected by applicable law.
Click here to view the “Know Your Rights: Workplace Discrimination is Illegal” Poster:
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
