AVP/VP, Client Service Manager

The AVP/VP, Client Service Manager is responsible for establishing and managing relationships with commercial clients, providing exceptional internal and external client service, and is critical to enhancing the overall client experience at Cathay Bank for our commercial banking and assigned clients.

DIRECT REPORTS

The incumbent may have one or more direct report –Client Service Officer(s)

ESSENTIAL FUNCTIONS

• Execute transactions and approvals, focusing on operational excellence and due diligence.

• Retain and grow relationships by serving as the primary contact for clients as it relates to relationship management activities, day to day transactions and service-related matters.

• In partnership with Relationship Managers and other Team Members, execute new client onboarding and implementation of products and services.

• Recommend, cross-sell, and coordinate the implementation of all deposit, treasury management, wealth, and international products and services that best compliments the client and their business.

• Proactively and professionally manage complex client servicing needs and provide prompt follow up.

• Quickly and efficiently resolve client concerns, assist team members, and appropriately escalate complex or sensitive matters. 

• Accountable for the satisfaction, retention, and growth of a portfolio through client ownership.

• Consistently engage with assigned clients to measure service levels, learn more about the client and their business, schedule appointments and discuss new opportunities.

• Internally, develop cross divisional relationships and collaborate with partners to fully understand client needs and provide the best client centric solutions.

• Exhibit confidence in identifying, evaluating, and managing decisions/situations to limit Risk to the Bank while proactively managing client expectations.

• Approves check, wires, and client requests within assigned authority limits.

• Maintain the integrity of client data within all bank files and systems. 

• Onboard, cross train and effectively coach New Employees and direct reports.

• Participate or lead divisional and area projects and initiatives as appropriate.

QUALIFICATIONS

• Education:    College degree in business-related discipline preferred but not required.

• Experience:  

o Minimum of 5 years of experience at a mid-size or large lending institution in a similar or parallel role. 

o Experience with windows-based applications; (Excel, Word, Power Point, Adobe, etc.), CRM, and Lending Systems.

o Experience with FIS Platform preferable but not required.

o Strong knowledge of products and services typically offered to commercial clients.

o Strong knowledge of Banking Operations, Treasury Management, Wealth Management, Credit Products and Underwriting Guidelines.

o Work independently, effectively, and concurrently manage competing priorities.

• Skills/Ability: 

o Ability to manage, prioritize, plan, and develop strategic plans for the department.

o Works with an appropriate sense of urgency and immediacy.

o Strong professional verbal, written, and presentation skills.

o Strong knowledge and understanding of applicable business organizations.

o Full knowledge of standard business software; demonstrated project management, organizational and analytical skills.

o Strong interpersonal and customer service skills. 

o Strong personal attributes to complete goals and resolve issues in a competitive and changing environment.

o Ability to work collaboratively with team members.

o Must be familiar with and in compliance with all applicable bank regulations, and adhere to bank policies, procedures, and processes.