Senior Specialist - Contact Center

Provide quality customer service while answering calls from customers, internal associates and third party inquires. Knowledgeable on deposit products and services, providing solutions depending on client needs. Assist with online/mobile banking services and issues. Awareness of irregular transactions and reporting suspicious/unusual activities to appropriate areas. Understanding of regulatory compliance including BSA, fraud and loss prevention and adherence to Bank of Hope’s policies and procedures. Adherence to schedule and quantitative/qualitative goals. Limited support of other functional areas of Retail Banking and business partners. Open contributor to process/procedure improvements, peer to peer coaching and assist with training/on-the-job-training. Other job-related duties as assigned. Job Qualifications/Requirements Education/Credentials Minimum Education Level: High School Diploma Prior Experience Required: 1-5 years Technical Skills Language requirements: English and Korean preferred Computer/software skills: intermediate computer and MS Office experience; mobile device experience preferred. Communication skills: excellent written and oral communication, active listening skills, show sympathy/empathy, ability to communicate effectively and project a professional image. Teamwork skills: open to feedback, not afraid to ask for help, collaborate and help teammates. Critical thinking skills: able to multitask, think outside the box and use analysis/logic to find solutions. Resilience: able to adapt to change and thrive in high leverage scenarios Preferred: previous customer service, call center and/or banking experience The salary range for this full‑time position is $24.04 - $26.44 hourly + bonus + benefits Salary ranges are determined based on qualifications, level, and location. Exact compensation may vary based on your skills and experience. Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Bbcnbank