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Customer Service Associate (Bilingual Japanese/English)

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  • Requisition # 10033084-WD
  • Job Type Twilight 8%
  • Location Brea, CALIFORNIA
  • Date Posted 01/28/2020

Your potential. Your opportunity.

Description

Are you passionate about creating an exceptional client experience?


Discover your opportunity with Union Bank, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we care about the details that matter most to our clients. We have our clients’ best interest in mind, drawing on more than 150 years of experience to understand their distinct needs and tailor our solutions. We’re part of 180,000 colleagues around the globe striving to be the world’s most trusted financial group. Trust starts with a culture of putting people first and empowering you to achieve your potential. Join Union Bank, where being inspired is expected and creating results is rewarded.

Customer Service Associate, (Bilingual Japanese/English Required) 2:30pm- 11:00pm, Brea, CA


Job Summary:

Reporting to the Supervisor or Manager of the Japanese Customer Service Unit, the Customer Service Associate I (CSA I) is responsible for providing high quality telephone customer service to the Japanese deposit customers of the Bank. The associate handles service inquiries including banking inquiries, transaction requests, wire processing, online banking support, and reviews and processes client maintenance requests with complete accuracy. The associate handles incoming mail, fax requests, and address change requests. This position requires knowledge of Bank policy, practices, and standards to resolve problems, answer questions, handle transactions, arrange for special requests, and make decisions under assigned authority. 


Management or Supervision: No 


Major Responsibilities: 


75% Customer Service

  • Actively identifies client needs and ensures requests are fulfilled completely, correctly and within service standards.
  • Answers inbound calls and assists clients with their service needs including; balance inquiries, online banking support, transfer requests, check orders, address change requests, card and account activations, claims, and other account maintenance requests. 
  • Performs wire transfer requests and wire transfer verification. 
  • Directs the customer conversation in order to identify needs, provide correct answers, and complete requests efficiently which may include problem resolution, handing service complaints, and coordinating with various Bank departments in the identification and resolution of operational issues. 
  • Ensures follow up within the expected time commitment to customer requests. 
  • Demonstrates accuracy, excellent follow up skills, accountability, and ownership of each client request. 
  • Ensures authentication and entitlement is established and all risk controls are followed. 
  • Documents actions in case/interaction notes. 
  • Collaborates, establishes, and maintains excellent working relationships with colleagues, sharing best practices to enhance the client experience.
  • Performs other duties/special projects for the department as required. 

25% Risk Management / Administrative

  • Stays abreast of policy and practices by participating in training, huddles, and reading job related communications. Requires complete understanding and application of principles, concepts, bank practices and standards. 
  • Consistently meets individual performance standards for attendance, timeliness, quality, efficiency, and schedule adherence. 
  • Understands and utilize Bank documents and agreements to make decisions and analyze risk in order to accommodate client requests. 
  • Performs other duties/special projects for the department as required.

Qualifications

Additional Information:

Knowledge, Skills, Abilities: 

  • Bilingual skills required: Japanese and English (Business level Japanese)
  • Must be able to work on the 2nd shift with the hours of 2:30 pm - 11:00 pm.
  • Schedule will be Monday - Saturday
  • Excellent communication skills required
  • Able to work independently with maximum efficiency
  • Ability to prioritize and organize multiple tasks with excellent follow up
  • Flexibility and willingness to work any schedule
  • PC knowledge (Microsoft Office Suite)

Education, Licensure, Year of Experience (and type of work experience): 

  • High School diploma or higher 
  • 1+ year of demonstrated business experience and knowledge experience with customer service

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.


We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.


A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

  • Job Customer and Client Services
  • Primary Location Brea, California
  • Shift Twilight 8%
  • Schedule Full Time
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