Global Transaction Payment Senior Service Associate

Job Description

Job Description

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 an elevated level of world-class customer service through various inbound and outbound channels for commercial customers with Treasury Management Products. The Senior Service Associate will be responsible for handling customer inquiries and providing issue resolution within established guidelines, following department procedures, and making sure to deliver within established service levels. Provide prompt and courteous customer service to both internal and external customers. Will be familiar with the latest security controls offered by the Bank's applications and be able to clearly communicate to the customer using the Bank's systems. The Senior Service Associate will have thorough knowledge of Treasury Management products which also includes system requirements. Job functions may vary, and other duties assigned based on business need.

Responsibilities

• Serve as the primary service contact for a portfolio of high-value, complex clients, ensuring consistent and elevated client experience.
• Deliver responsive, client-centric service aligned with established service level agreements (SLAs), with a strong emphasis on first call resolution.
• Take full ownership of client inquiries, cases, and escalations, ensuring timely resolution in accordance with defined guidelines.
• Partner cross-functionally with Relationship Managers, Product, and Operations to support client growth and retention objectives.
• Foster a collaborative team environment by setting priorities, sharing expertise, and driving continuous performance improvement through feedback.
• Leverage deep knowledge of internal policies, procedures, and treasury products to independently resolve client issues.
• Troubleshoot and resolve technical issues, including browser configuration and Treasury Management system requirements.
• Proactively identify, manage, and escalate risks while balancing service delivery and operational controls.
• Maintain high responsiveness to both internal and external stakeholders, ensuring clear communication and timely follow-up.
• Analyze and resolve complex product and account-related issues with full accountability.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree preferred
• Bilingual (English/Mandarin) preferred
• Minimum 5+ years of experience in treasury management, transaction banking, or client servicing environments
• Strong knowledge of treasury products, including ACH, wire transfers, online banking, and liquidity solutions.
• Demonstrated ability to manage complex client relationships, service needs, and escalations.
• Strong technical aptitude, including experience supporting treasury platforms and transmission protocols (e.g., FTP, BAI)
• Excellent communication, relationship management, and critical thinking skills
• Working knowledge of BSA/AML/OFAC regulatory requirements and compliance expectations
• Proven ability to operate independently in a fast-paced, high-volume environment.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.