Senior Associate-Online Banking

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. 

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Responsibilities

• Customer Support & Service• Handle customer inquiries via phone and email regarding online banking platforms• Assist with account setup, password resets, transaction troubleshooting, and fraud reporting• Educate customers on online banking features, security tips, and self-service options• Understanding cybersecurity awareness to provide appropriate information. (Troubleshoot login issues, transaction errors, etc)• Follow up with customers to ensure satisfaction and issue closure
• Issue Resolution & Coordination• Log and track technical or service-related issues using internal systems• Collaborate with IT, product, and compliance teams to resolve customer-impacting problems• Follow up with customers to ensure satisfaction and issue closure
• Operational Support• Assist in maintaining operational efficiency, including data entry and system updates• Monitor daily operations of online banking systems and escalate issues as needed• Assist in testing (UAT) and rollout of new digital features or updates• Adhere to internal policies and regulatory requirements related to digital banking• Report suspicious activities or potential fraud cases promptly• Assist the team manager to maintain the updated Standard Operation Procedures and other ad-hoc duties as assigned• Ensure the documentation depository is properly maintained

Qualifications

• Diploma or bachelor’s degree in Business Administration, Finance, or related discipline
• 3+ years in customer service within banking or financial services (digital/phone banking preferred)
• 2–5 years in administrative support or bank operations, depending on role seniority
• Strong communication (English, Cantonese, Mandarin)
• Knowledge of online banking systems and security protocols
• Attention to detail, organizational skills, and ability to multitask
• Customer-first mindset with problem-solving ability