O8-001- Customer Service Manager, Los Angeles Main

Far East National Bank (FENB) was founded in 1974 as the first federally chartered Asian American bank in the United States. FENB has over 300 employees and total assets exceeding US $1.7 billion. Far East National Bank is a subsidiary of Taiwan's Bank SinoPac (a member of SinoPac Holdings).

FENB provides a wide spectrum of financial services, including commercial real estate lending, corporate banking, investments, treasury and foreign exchange, small business loans, mortgages, and other consumer banking services to individuals and companies interested in expanding their businesses into the United States, greater China and other key Asian markets. FENB has 15 branch offices in Los Angeles, Orange County, San Francisco, Oakland, and the Silicon Valley, a branch in Ho Chi Minh City, Vietnam, a representative office in Beijing, and a strategic relationship with First Sino Bank in Shanghai.

We are currently searching for a Customer Service Manager for our Los Angeles Main Branch. The position is responsible for sound operational efficiency in all areas at all times of assigned branch. Manage and maintain the integrity of internal controls, audit guidelines and overall adherence to all bank policies. Lead, manage and motivate assigned employees to achieve or exceed given objectives including but not limited to efficient and effective operational transaction completion, delivering a delightful service to internal and external customers, achievement of assigned sales and referral goals. Support the Branch Manager in increasing market share, branch profitability, cross-selling, developing, coaching and motivating staff to meet service and sales objectives. Identify and seek sales opportunities to develop and help strengthen business relationships through cross-selling of products and services to retail as well as business banking and commercial clients while maintaining operational integrity.

POSITION DUTIES & RESPONSIBILITIES:

Branch Operations ManagementResponsible for sound operational efficiency in all areas at all times. Manage and maintain the integrity of internal controls, audit guidelines and overall adherence to all bank procedures and policies. Manage all facets of branch operations including but not limited to opening and closing procedures, dual custody enforcement, control of branch cash and all negotiable instruments, branch safety programs and disaster recovery. Perform Monthly Certifications and provide guidance and training on operational related problems, handling of exceptions and adjustments. Timely submission and completion of all reports in corresponding units or departments.Analyze, review and make appropriate operational decisions within authority on transactions, such as check cashing/ deposits, withdrawals, immediate credit, waiving of service charges and payment of rejected items. Review management reports and implement appropriate actions. Comply with all bank rules, policies, and procedures and all banking laws and regulations including but not limited to: Bank Secrecy Act, Anti-Money Laundering Act, Community Reinvestment Act, OFAC Regulations and Fair Lending and all applicable bank and government regulations.

Sales ManagementPerform in the capacity of Branch Manager in Branch Manager’s absence. Assist the Branch Manager in managing branch personnel toward the achievement of assigned sales, referrals and retention goals. Manage and direct the service team in obtaining referrals and achievement of cross-sales opportunities. Supervise and motivate staff members to excellence, providing training and guidance necessary to achieve/exceed given objectives. Continually enhance and find ways to strengthen the team’s performance in sales, service and operational objectives.

Service ExcellenceSet the standard of excellence and ensure delivery of high quality customer service in all aspects at all times and respond timely and appropriately to customer inquiries and complaints. Conduct a follow up to ensure satisfactory response and resolution. Observe, communicate and provide feedback to staff for continuous process of improvement of service excellence.

HR ManagementManage staff related activities such as timely hiring, scheduling of employees‘ hours, performance evaluations, salary recommendations, and addressing employee relation issues (in adherence to applicable human resources guidelines) in a fair, professional, consistent and timely manner.

KNOWLEDGE, SKILLS AND ABILITY REQUIRED:

· Associates or Bachelors Degree combined with banking courses from an accredited school, along with a minimum 5 years related management experience in a financial services or retail organization.

· Proven sales and leadership skills.· Ability to effectively coach employees

· Working knowledge of  overall banking operations, risk management, service and sales environment

· Good Complete knowledge of all bank products/services, all teller procedures/policies and basic office equipment (inclusive of computer operations relevant to performing tasks).

· Ability to positively interact with customers and staff in difficult and demanding situations.

· Knowledge of banking products, services, policies, procedures, and regulations.

· Excellent verbal and written communication skills, as well as problem-solving skills.

· Computer and Programs usage proficiency such as Microsoft Office programs, Excel analysis required.

 

Individuals are expected to comply with all applicable banking laws and regulations, Bank policies and procedures and Code of Conduct.

 

Far East National Bank is an Equal Opportunity Employer. M/F/D/V.

CLICK HERE TO APPLY for the Customer Service Manaager Position.