GTP Senior Service Associate

Overview East West Bank is seeking a GTP Senior Service Associate. Reporting to the Global Transactions Services Group Manager, the employee is responsible for delivering a high level of world class customer service through various inbound and outbound channels for commercial customers with Treasury Management Products. The Senior Service Associate handles customer inquiries and provides issue resolution within established guidelines, following department procedures, and delivering within service levels. Provide prompt and courteous customer service to both internal and external customers. Be familiar with the latest security controls offered by the Bank\'s applications and communicate clearly to customers using the Bank\'s systems. The Senior Service Associate will have thorough knowledge of Treasury Management products, including system requirements. Job functions may vary, and other duties may be assigned based on business need. Responsibilities Focus on the East West Bank vision and GTP Smart goals. Maintain a collaborative climate, set priorities, demonstrate know-how, and improve performance through feedback. Maintain a customer-centric approach and effectively respond to service level agreements with emphasis on first call resolution. Work on and follow up with clients on research requests and problems. Utilize a strong knowledge of internal policies and procedures to professionally respond to customer inquiries. Work independently in an autonomous manner. Advanced technical skills and function as the technical expert for internal and external customers supporting FTP/BAI transmissions. Explain transmission protocols to bank IT, programmers, and vendors. Ensure smooth synchronization of browser settings to Treasury Management Product requirements. Troubleshoot technical issues remotely via MS Teams or similar platforms. Guide customers through Product user guides and requirements. Support Remote Deposit scanner installation and software. Make decisions quickly while balancing risk with opportunity. Provide a high level of responsiveness when servicing clients and internal employees. Resolve complex product and account service issues through ownership and resolution. Perform other duties as assigned. Qualifications Must be able to multi-task between incoming calls and email requests with accuracy. Must have strong product, operational, and commercial banking knowledge to efficiently resolve issues. At least 5 years of experience with Treasury systems and products. Utilize excellent Treasury Product solution-based referral techniques to fully service the client and support TMS strategic initiatives. Re-engineer processes and develop proactive approaches to client challenges. Make recommendations to improve quality and service to call center operations. Troubleshoot wide-ranging issues, identifying and mitigating risks, keeping management informed. Identify root causes of issues and service/product improvement opportunities. Develop creative win-win service solutions. Bachelor\'s Degree and 5 years of related banking experience preferred. Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time. Compensation The base pay range for this position is USD $71,000.00/Yr. - USD $120,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location. #J-18808-Ljbffr East West Bank