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Contact Center Specialist I

Company: Bank of Hope
Location: Gardena
Posted on: November 26, 2022

Job Description:

* Handles phone inquiries includes branch personnel and customers regarding any banking products and services and operational issues in order to provide guidance.

* Maintains a certain level of awareness in areas of regulatory compliance including BSA, loss prevention, security matters and adherence to Bank's policies and procedures.

* Review and comply with the End-User Computing Agreement
* Acquire good knowledge on functions and usage of computer systems as related to the assigned job functions.
* Be current and knowledgeable in industry's trend in safeguarding the Bank against confidential data leak, identity theft, fraudulent activities, and computer security threats.
* Reports suspicious activities to manager, Chief Risk Officer or Information Security Officer

* Provide customer service and support to bank customers and branch operations by responding to inbound phone calls for deposit-related products and services, such as Mobile Banking, Online Banking, and Bill Payments.
* Responsibilities are to answer skill based calls in a timely and accurate manner, while reducing overall inefficiency. Specialist will be coached/trained to take on problem ownership, learning to use client delight and soft skills, and to increase overall customer satisfaction.
* Various customer facing duties include providing account information, completing bank service related requests, handling simple inquiries, identifying customer needs, resolving customer complaints, researching issues for resolution, and providing general bank information.

*Job Qualifications/Requirements*
* Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.
* Ability to respond effectively to the most sensitive inquiries or customer complaints.
* Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, employees, regulators, or board members.
* Bilingual in English and Korean is strongly preferred

* Excellent analytical skills including the ability to define problems, collect data, establish facts, and draw conclusions.
* Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

* Accurate typing; keyboarding skills; basic computer skills, including the use of word processing, spreadsheet software applications, and e-mail.

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Employee discount
* Flexible schedule
* Flexible spending account
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Tuition reimbursement
* Vision insurance
Schedule:
* 8 hour shift
* Monday to Friday
* Overtime
* Weekend availability
Supplemental pay types:
* Bonus pay

Ability to commute/relocate:
* Gardena, CA 90247: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location%58047475%

Keywords: Bank of Hope, Gardena , Contact Center Specialist I, Other , Gardena, California

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