Bank of Hope

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Customer Service Spclst (Korean Bilingual)

at Bank of Hope

Posted: 10/3/2019
Job Status: Full Time
Job Reference #: c46e7677-2836-4a36-84c2-7ac2606e2db5

Job Description

Position Information

Job Title: Customer Service Specialist

FLSA Status: Non-Exempt

Reports to: Operations Manager

Full/Part Time Status: Full-Time

Work Location: Various, Nationwide

Travel Requirement: 0% -25% of the time


Education, Experience, and Qualifications:

Minimum Education Level: High School Diploma

Minimum Experience: Some experience in retail sales and customer service functions a plus.

Combination of Experience and Education can meet the job requirements: Yes


Language Requirement

English: Written: Advanced   Verbal: Fluent

Korean: Written: N/A   Verbal: N/A


Computer/Systems Knowledge Requirements

Microsoft Outlook: Intermediate

Microsoft Word: Intermediate

Microsoft Excel: Intermediate

Microsoft PowerPoint: Intermediate


Essential Duties and Responsibilities include the following:

  • Uses excellent communication and active listening skills to learn about the customer’s financial needs, establish trust, optimize sales opportunities, generate leads, and provide quality customer service.
  • Achieves and exceeds individual and branch sales and service targets through recommendations of new and existing products and services (e.g. accounts, loans, and credit cards), sales referrals, cross-selling, up-selling in a results-driven environment and provide the great experience to every customer.
  • Uses a strong knowledge in the products and services offered at the Bank to confidently educate customers about the features, benefits, and pricing so they are better informed with a deeper level of understanding.
  • Orders checks and makes changes to customer information in an accurate and timely manner according to the customer’s request.
  • Provides exceptional service in handling customers in person or over the telephone.
  • Processes deposits, withdrawals, check cash, loan payments and other transactions including but not limited to reject items and returned items.
  • Involves supervisors if transactions are over authority limits or exceptionally complex.
  • Responsible for loss prevention in the processing all transactions and duties.
  • Issues cashier’s checks, bank checks, money orders and travelers checks.
  • Keeps work station neat, clean and well stocked with supplies and brochure materials.
  • Additional responsibilities as assigned by supervisors may include:

o Night & Mail Depository

o ATM balancing

o Safe Deposit Box

o Filing signature cards and documents

o May help with a variety of audits and verifications

o Input fund holds and stop payment request to core system

o Address changes, CD renewals, etc.

o Branch back counter capture

o Miscellaneous tasks and duties associated with the operations of a retail banking branch

  • Complies with the Bank’s security program, including but not limited to:

o Reviews and complies with the End-User Computing Agreement

o Acquires good knowledge on functions and usage of computer systems as related to the assigned job functions.

o Be current and knowledgeable in industry’s trend in safeguarding the Bank against confidential data leak, identity theft, fraudulent activities, and computer security threats.

o Reports suspicious activities to manager, Chief Risk Officer or Information Security Officer.

  • Assists with customer inquiries more than 50% of the day, ex. reviewing reports, resolving issues, printing statements, contacting customers.


BSA, CRA, Fair Lending and other Compliance Responsibilities:

  • Complies with BSA, CRA, fair lending, and other compliance issues as required by policies and procedures.
  • Inputs customer information to EZ teller for various transactions.
  • Reports any suspicious activities to Operations Manager/ BSA officers.
  • Verifies customer name and payee/beneficiary name to OFAC, NCCT for out-bound wire transfers and monetary instrument   purchase, and new account.
  • Report matches with NCCT and OFAC to Operations Officer or Operations Manager for further instructions.



Communication skills:

  • Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.
  • Ability to respond effectively to the most sensitive inquiries or customer complaints.


Reasoning Skills:

  • Excellent analytical skills including the ability to define problems, collect data, establish facts, and draw conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.


Professional Skills:

  1. Ability to demonstrate a high level of ethical behavior and follow the Code of Conduct.
  2. Ability to remain flexible in order to adapt to changes in the work environment.
  3. Ability to study and apply new information.
  4. Ability to take initiative and prioritize tasks; good time-management, problem prevention, and problem-solving skills.
  5. Ability to work accurately with close attention to detail.
  6. Ability to maintain confidentiality of sensitive information.
  7. Ability to work with co-workers, customers, and outside agencies professionally and tactfully.
  8. Possess a work ethic that includes neatness, punctuality, and accuracy.
  9. Must exhibit a professional, businesslike appearance and demeanor.


Work Environment and Physical Demands:


Under 20 lbs: Rarely (Less than 1 hour per week)


Under 20 lbs: Rarely (Less than 1 hour per week)


Reach over shoulder: Rarely (Less than 1 hour per week)

Reach over head: Rarely (Less than 1 hour per week)

Reach Outward: Rarely (Less than 1 hour per week)

Kneel: Rarely (Less than 1 hour per week)

Squat: Rarely (Less than 1 hour per week)

Sit: Constant (Over 66% of the time)

Walk-Normal Surfaces: Frequent (34%-66% of the time)

Walk-Uneven Surfaces: Rarely (Less than 1 hour per week)

Stand: Occasional (1% - 33% of the time)

Bend: Occasional (1% - 33% of the time)


Automatic Trans: Occasional (1% - 33% of the time)


Keyboard/Ten Key: Constant (Over 66% of the time)

Fingering (fine dexterity): Occasional (1% - 33% of the time)

Handling (grasping, holding): Occasional (1% - 33% of the time)

Repetitive Motion – Hands: Occasional (1% - 33% of the time)

Repetitive Motion – Feet: Rarely (Less than 1 hour per week)