AVP / Customer Service & Sales Manager
Qualifications
Experience Level: Senior Level
- College degree a plus
- Three to five years' experience in a similar capacity with management/supervisory responsibilities. Comprehensive knowledge of all aspects of branch service functions
- Thorough knowledge of bank policies and procedures
- General knowledge of complex support systems, branch efficiency and productivity, and personnel policies and procedures
- Direct sales experience desired
- Computer experience (Microsoft Word, Excel, Outlook) required
- Good management skills with emphasis on planning, organization and scheduling
- Excellent verbal and written communication skills
Full Job Description
Cathay Bank is a forward-thinking financial institution committed to fostering the professional growth and development of its dedicated team members. We are seeking a motivated individual to join us as an Assistant Vice President (AVP) / Customer Service & Sales Manager in Irvine, CA. This pivotal role involves overseeing exceptional customer service standards and ensuring the operational integrity of the branch. You will play a crucial part in driving branch sales objectives and cultivating the skills of our branch staff.
Key Responsibilities:
- Engage with all levels of bank personnel, corporate clients, and bank customers in a professional and effective manner, demonstrating an unwavering commitment to service quality and exceeding customer expectations.
- Guide branch staff in actively profiling customers during new account openings and teller transactions to identify valuable cross-selling opportunities that align with customer needs and requirements.
- Develop and meticulously track individual staff performance goals. Implement a robust coaching and mentoring framework to ensure staff consistently meet and exceed the bank's customer service, sales, and operational benchmarks.
- Establish, manage, and achieve assigned team and individual sales production targets.
- Collaborate closely with the Branch Manager / Relationship Manager to support prospect and customer outreach, developing comprehensive customer onboarding plans and facilitating the setup of essential products and services.
- Partner with business development colleagues and undertake targeted marketing activities as required to achieve branch growth and profitability objectives.
- Potentially register as a Mortgage Loan Originator (MLO), based on branch and market demands, to assist with loan inquiries, conduct loan applicant interviews, and support various loan-related functions.
- Represent Cathay Bank by actively participating in civic and community events, business and industry organizations, and other professional engagements.
- Direct and oversee the operational functions of the branch, possessing comprehensive knowledge of all branch operations including new accounts, teller operations, and safe deposit box services. Serve as the primary subject matter expert for procedural, risk, and regulatory matters within the branch.
- Ensure unwavering compliance with all bank policies, procedures, and banking regulations, maintaining satisfactory audit ratings. Implement effective controls and oversight to address any identified operational deficiencies.
- Uphold sound operating conditions within the branch by conducting daily and monthly operational reviews and reporting, and completing all required branch certifications.
- Conduct staffing evaluations to ensure optimal staffing levels and skill sets are in place to meet customer service demands. Work collaboratively with the Branch Manager and Regional Management on effective staff deployment and resource utilization.
- Oversee and complete performance reviews and evaluations for branch non-officer staff and assigned officers in a timely and objective manner, emphasizing individual development, coaching capabilities, customer service proficiency, and sales/referral activities.
- Provide recommendations for hires, transfers, terminations, salary adjustments, and performance standards. Approve employee time records, work assignments, vacation requests, and sick leave.
- May assume the role of Safety and/or Security Officer for the branch.
Qualifications:
A college degree is advantageous.
Requires three to five years of experience in a similar management or supervisory capacity, with a deep understanding of all branch service functions.
Possesses thorough knowledge of bank policies and procedures.
Familiarity with complex support systems, branch efficiency and productivity, and personnel policies and procedures is essential.
Direct sales experience is highly desirable.
Proficiency in computer applications, including Microsoft Word, Excel, and Outlook, is mandatory.
Demonstrates strong management skills, with a particular emphasis on planning, organization, and scheduling.
Excellent verbal and written communication skills are required.
Preferred Qualifications:
Bilingual proficiency in English and Chinese (Mandarin or Cantonese) is preferred.
Benefits:
Comprehensive medical, dental, and vision insurance plans.
Life insurance and long-term disability coverage.
Access to Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) with company contributions.
Options for voluntary coverages and a 401(k) retirement savings plan.
Company
Cathay Bank
Cathay Bank, a distinguished financial institution rooted in Los Angeles, was originally established to cater to the evolving needs of the city's vibrant Chinese American community. As a key subsid...