Entertainment Client Services Manager

Entertainment Client Services Manager

East West Bank is currently seeking an Entertainment Client Services Manager who will be responsible for supporting the bankers within the Entertainment Department to achieve sales, service, and operational excellence. The colleague will also be responsible for reinforcing East West Bank's Vision, Mission, and Values through words and actions.

Responsibilities include:

• Perform operational tasks alongside associates while providing leadership and oversight.
• Develop and maintain standard operating procedures and training materials.
• Collaborate with internal departments (e.g., GTP, Operations, Compliance, Risk) to ensure alignment with company policies and regulatory requirements.
• Monitor team productivity and accuracy and implement corrective actions when needed.
• Lead initiatives to improve efficiency and customer experience.
• Conduct regular team check-ins and performance reviews.
• Deposit Account Services
• Pull bank statements and provide information internally or externally to customers.
• Identify matured CDs and communicate with customers about renewals.
• Process manual wire requests including call-back procedures and coordination with the back office.
• Create and review various deposit reports.
• Manage and support associates performing these tasks, ensuring quality control, timely execution, and adherence to internal procedures.
• Train team members, monitor performance, and provide guidance on complex or escalated issues.
• Loan Servicing
• Lead and supervise associates in loan servicing activities, ensuring consistency and accuracy.
• Coordinate team workflows, resolve bottlenecks, and implement process improvements.
• Create loan portfolio reports and identify upcoming interest payments.
• Process roll-over transactions for maturing notes and allocate tasks among the team.
• Communicate directly with customers regarding rollovers.
• Provide billing statements upon request.
• Loan Monitoring
• Oversee and mentor associates handling loan monitoring tasks, ensuring timely follow-ups and resolution of outstanding items.
• Review and validate reports and communications prepared by the team.
• Generate tickler reports and send reminders to Relationship Managers (RMs) and Project Managers (PMs) on past due or upcoming reporting items.
• Communicate with Loan Monitoring and Synergy groups to clear deposit account statement-related ticklers.
• Obtain sales and cost reports from customers for specific production facilities.

Qualifications include:

• Minimum of 8+ years previous management experience.
• Bachelor's Degree or equivalent preferred.
• May manage one or more employees.
• Excellent communication skills (verbal, non-verbal, as well as written).
• Excellent customer service skills, ability to communicate clearly with customers.
• Ability to work independently, as well as with a team.
• Ability to work a flexible schedule including weekends.
• Ability to build effective relationships with customers, staff and members of the community.
• Strong problem solving and decision-making skills.
• Professional working proficiency in Mandarin is a plus.

Compensation

The base pay range for this position is USD $80,000.00/Yr. - USD $130,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.