Client Service Specialist

Client Service Specialist at Cathay Bank

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.

Answers and directs incoming telephone calls related to account services, online banking, mobile banking, and telephone banking. Supports client inquiries via other channels including live chat and email. Responsible for telephone banking and online banking implementation, maintenance, and transaction processing.

• Operate telephone system to answer and direct incoming telephone calls in a timely, professional, and courteous manner.
• Respond to email inquiries promptly and courteously.
• Provide online client service through a live chat support system, offering real‑time support, quick, direct, concise, and a personalized experience based on client needs, with clear instructions.
• Identify callers’ needs and provide general, routine information; transfer the call to the appropriate area, department or individual within the bank as deemed necessary, ensuring quality service and prompt response.
• Stay informed and current about service or product promotion to answer any inquiry resulting from the bank’s advertisement.
• Stay informed about any business emergency (e.g., power outage, natural disaster) to answer the inquiry.
• Ensure client inquiries and/or complaints are responded to promptly and courteously, following established procedure to report or elevate complaints as needed.
• Process online banking applications and related services set up, and provide client support for online banking clients.
• Provide client support for telephone banking clients and set up services.
• Maintain appropriate Client Care Center records and logs.

• Education:
  
  High School Diploma or equivalent.
• Experience:
  
  Minimum two years of customer service experience; previous banking/online banking experience is preferable.
• Skills/Ability:
  • Excellent problem‑solving and troubleshooting skills; ability to work in a team‑oriented environment and deliver good customer service.
  • Strong verbal and written communication skills.
  • Comfortable multitasking and handling several inquiries/problems simultaneously.
  • Excellent motivational skills.
  • Bilingual English/Mandarin and/or Cantonese preferred.
  • PC proficiency including Excel and Word.
  • Ability to multi‑task and handle different systems.
  • Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.

Pay: $20.00 – $22.00 / hour. 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 includes medical, dental, vision, life, long‑term disability insurance, FSAs, HSA with company contributions, voluntary coverages, and a 401(k) plan.

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 Privacy Policy.

Cathay Bank is an Equal Opportunity and Affidative 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.

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Contact for accommodation requests:
This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Mickey Hsu, FVP, Employee Relations Manager, (626) 582‑7370,

Cathay Bank endeavors to make  accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Mickey Hsu as listed above.