Contact Center Specialist I 직원 모집

 조회수: 1,962
Bank of Hope
• Location:
Gardena, CA


Job title: Contact Center Specialist I


Department: Deposit Operations 

FLSA Status: Non-Exempt

Reports to: Contact Center Officer III
Full/Part Time Status: Full-time
Work Location: Gardena, CA
Travel Requirement: 0-20% 

Education, Experience and Qualification:
    • Minimum high school diploma/graduated or higher required.
    • Minimum Years of Experience: 0-1 year
    • Combination of Experience and Education can meet the job requirements: Yes

Language Requirement:
    • English: Written: Basic Verbal: Intermediate
    • Korean: Written: None Verbal: Conversational

Computer/Systems Knowledge Requirements:
    • Microsoft Outlook: Basic
    • Microsoft Word: Basic
    • Microsoft Excel: Basic

    • Microsoft PowerPoint: Basic

Essential Duties and Responsibilities include the following:
1. Handles phone inquiries includes branch personnel and customers regarding any banking products and services 
     and operational issues in order to provide guidance.
2. Maintains a certain level of awareness in areas of regulatory compliance including BSA, loss prevention, 
     security matters and adherence to Bank’s policies and procedures
3. Comply with the Bank’s security program, including but not limited to:
    • Review and comply with the End-User Computing Agreement
    • Acquire good knowledge on functions and usage of computer systems as related to the assigned job functions.
    • Be current and knowledgeable in industry’s trend in safeguarding the Bank against confidential data leak, 
        identity theft, fraudulent activities, and computer security threats.
    • Reports suspicious activities to manager, Chief Risk Officer or Information Security Officer
4. Responsible for processing one or multiple functions of the following units:
Customer Contact Center Support Unit:
Customer Contact Center Team 
    • Provide customer service and support to bank customers and branch operations by responding to inbound 
        phone calls for deposit-related products and services, such as Mobile Banking, Online Banking, and Bill Payments.
    • Responsibilities are to answer skill based calls in a timely and accurate manner, while reducing overall inefficiency.         • Specialist will be coached/trained to take on problem ownership, learning to use client delight and soft skills, and 
         to increase overall customer satisfaction. 
    • Various customer facing duties include providing account information, completing bank service related 
        requests, handling simple inquiries, identifying customer needs, resolving customer complaints, researching 
        issues for resolution, and providing general bank information.

Job Qualifications/ Requirements:
Communication skills:
1. 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.
2. Ability to respond effectively to the most sensitive inquiries or customer complaints.
3. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to 
     top management, employees, regulators, or board members.
4. Bilingual in English and Korean is strongly preferred

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

Computer Skills:
1. Accurate typing; keyboarding skills; basic computer skills, including the use of word processing, spreadsheet 
     software applications, and e-mail.

Physical Demands:
1. Lifting/Carrying
    • Under 10 lbs: Rarely (Less than 1 hour per week)
    • Pushing/Pulling
    • Under 10 lbs: Rarely (Less than 1 hour per week)

2. Twisting/Turning
    • 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)
    • Crawl: 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)
    • Walk-Slippery Surfaces: Rarely (Less than 1 hour per week)
    • Stand: Occasional (1% - 33% of the time)
    • Bend: Occasional (1% - 33% of the time)

3. Driving
    • Automatic Trans: Occasional (1% - 33% of the time)

4. Other
    • 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)


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