Cathay Bank
AVP/Customer Service & Sales Manager
Cathay Bank, Los Angeles, California, United States, 90079
Overview
Posted Friday, October 31, 2025 at 7:00 AM People Drive Our Success Cathay Bank – we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members’ drive and optimism. Together we can make a difference in the financial future of our communities. Responsibilities include supporting branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. This role covers personnel administration, staff development, and promoting a service-driven sales culture in branch banking. The position promotes, implements, and ensures quality customer service, provides operational support for business development and portfolio administration, and supports customer retention and acquisition programs by partnering with related Cathay department colleagues. It ensures regulatory compliance and staff adherence to bank policies and procedures and maintains the operational integrity of the branch. DIRECT REPORTS The incumbent supervises Relationship Bankers and all Operations staff (dependent on branch staffing requirements). ESSENTIAL FUNCTIONS Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients, demonstrating commitment to quality and extraordinary customer service. Ensure staff actively profiles customers during new account and teller transactions to identify cross-sell opportunities and meet customer needs. Develop and track individual performance goals; develop coaching and mentoring processes to ensure staff performance meets customer service, sales, and operational requirements. Establish and manage achievement of assigned team and individual sales production goals. Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop a customer onboarding plan, including set-up of products and services. Support business development colleagues and perform marketing activities as needed to achieve branch growth and profitability goals. May register as Mortgage Loan Originator (MLO) based on branch/market needs to support loan inquiries and related functions. Represent the bank by actively participating in outside civic/community affairs, business/industry organizations, and other professional activities as appropriate. Operations, Management & Administration Responsibilities Direct the operations functions of the branch, including new accounts, teller operations, and safe deposit; act as the resident expert on procedural, risk, and regulatory functions within the branch. Ensure branch compliance with bank policies/procedures and banking regulations; implement controls for identified deficiencies. Maintain sound operating conditions through daily and monthly reviews and branch certifications. Perform staffing evaluations to ensure appropriate levels of staffing and skill sets; work with Branch Manager and Regional management on deployment and utilization. Ensure timely performance reviews for non-officer staff and officers, with emphasis on development, coaching, customer service, and sales/referral activities. Recommend hires, transfers, terminations, salary adjustments, and performance standards; approve daily time records and work assignments. May serve as Safety and/or Security Officer for the branch. QUALIFICATIONS Experience: Three to five years in a similar capacity with management/supervisory responsibilities; comprehensive knowledge of branch service functions; general knowledge of complex support systems, branch efficiency, and personnel policies. Direct sales experience desired. Computer experience (Word, Excel, Outlook) required. Skills/Ability: Strong management skills with emphasis on planning, organization, and scheduling. Excellent verbal and written communication skills. Bi-lingual English and Chinese (Mandarin or Cantonese), Korean or Farsi preferred. OTHER DETAILS Officer: $26.44 – $31.25 / hour AVP: $31.25 - $36.06 / hour. Pay determined based on job-related knowledge, skills, experience, and location. This position may be eligible for a discretionary bonus. Cathay Bank offers its full-time employees a competitive benefits package which includes medical, dental, vision, life, long-term disability, flexible spending accounts (FSAs), health savings account (HSA) with company contributions, voluntary coverages, and 401(k). Cathay Bank may collect personal information from potential job candidates and applicants. For information on how we handle personal information and rights, please review our Privacy Policy. Cathay Bank is an Equal Opportunity and Affirmative Action Employer. We welcome applications from all qualified candidates, regardless of race, color, ethnicity, ancestry, citizenship, gender, national origin, religion, age, sex (including pregnancy and related medical conditions), reproductive health decisions, sexual orientation, gender identity and expression, genetic information or characteristics, disability or medical condition, military status or status as a protected veteran, or any other status protected by applicable law. Cathay Bank endeavours to make www.CathayBank.com accessible to all users. If you need assistance completing the application process, please contact Mickey Hsu, FVP, Employee Relations Manager, at (626) 582-7370 or mickey.hsu@cathaybank.com. This contact information is for accommodation requests only and cannot be used to inquire about application status.
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Posted Friday, October 31, 2025 at 7:00 AM People Drive Our Success Cathay Bank – we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members’ drive and optimism. Together we can make a difference in the financial future of our communities. Responsibilities include supporting branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. This role covers personnel administration, staff development, and promoting a service-driven sales culture in branch banking. The position promotes, implements, and ensures quality customer service, provides operational support for business development and portfolio administration, and supports customer retention and acquisition programs by partnering with related Cathay department colleagues. It ensures regulatory compliance and staff adherence to bank policies and procedures and maintains the operational integrity of the branch. DIRECT REPORTS The incumbent supervises Relationship Bankers and all Operations staff (dependent on branch staffing requirements). ESSENTIAL FUNCTIONS Interact in an effective and professional manner with all levels of bank personnel, corporate and bank clients, demonstrating commitment to quality and extraordinary customer service. Ensure staff actively profiles customers during new account and teller transactions to identify cross-sell opportunities and meet customer needs. Develop and track individual performance goals; develop coaching and mentoring processes to ensure staff performance meets customer service, sales, and operational requirements. Establish and manage achievement of assigned team and individual sales production goals. Collaborate with Branch Manager / Relationship Manager in support of prospect and customer calls to develop a customer onboarding plan, including set-up of products and services. Support business development colleagues and perform marketing activities as needed to achieve branch growth and profitability goals. May register as Mortgage Loan Originator (MLO) based on branch/market needs to support loan inquiries and related functions. Represent the bank by actively participating in outside civic/community affairs, business/industry organizations, and other professional activities as appropriate. Operations, Management & Administration Responsibilities Direct the operations functions of the branch, including new accounts, teller operations, and safe deposit; act as the resident expert on procedural, risk, and regulatory functions within the branch. Ensure branch compliance with bank policies/procedures and banking regulations; implement controls for identified deficiencies. Maintain sound operating conditions through daily and monthly reviews and branch certifications. Perform staffing evaluations to ensure appropriate levels of staffing and skill sets; work with Branch Manager and Regional management on deployment and utilization. Ensure timely performance reviews for non-officer staff and officers, with emphasis on development, coaching, customer service, and sales/referral activities. Recommend hires, transfers, terminations, salary adjustments, and performance standards; approve daily time records and work assignments. May serve as Safety and/or Security Officer for the branch. QUALIFICATIONS Experience: Three to five years in a similar capacity with management/supervisory responsibilities; comprehensive knowledge of branch service functions; general knowledge of complex support systems, branch efficiency, and personnel policies. Direct sales experience desired. Computer experience (Word, Excel, Outlook) required. Skills/Ability: Strong management skills with emphasis on planning, organization, and scheduling. Excellent verbal and written communication skills. Bi-lingual English and Chinese (Mandarin or Cantonese), Korean or Farsi preferred. OTHER DETAILS Officer: $26.44 – $31.25 / hour AVP: $31.25 - $36.06 / hour. Pay determined based on job-related knowledge, skills, experience, and location. This position may be eligible for a discretionary bonus. Cathay Bank offers its full-time employees a competitive benefits package which includes medical, dental, vision, life, long-term disability, flexible spending accounts (FSAs), health savings account (HSA) with company contributions, voluntary coverages, and 401(k). Cathay Bank may collect personal information from potential job candidates and applicants. For information on how we handle personal information and rights, please review our Privacy Policy. Cathay Bank is an Equal Opportunity and Affirmative Action Employer. We welcome applications from all qualified candidates, regardless of race, color, ethnicity, ancestry, citizenship, gender, national origin, religion, age, sex (including pregnancy and related medical conditions), reproductive health decisions, sexual orientation, gender identity and expression, genetic information or characteristics, disability or medical condition, military status or status as a protected veteran, or any other status protected by applicable law. Cathay Bank endeavours to make www.CathayBank.com accessible to all users. If you need assistance completing the application process, please contact Mickey Hsu, FVP, Employee Relations Manager, at (626) 582-7370 or mickey.hsu@cathaybank.com. This contact information is for accommodation requests only and cannot be used to inquire about application status.
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