Job Description

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.

Overview

This role serves as a central point of coordination across Digital Banking Operations, Customer Support Channels (CSC), and the Digital Banking product team. The position is responsible for managing operational workflows, customer-facing escalations, testing and release support, and ensuring clear ownership and accountability for tickets, inquiries, and customer feedback across multiple platforms. The role also provides oversight and final sign-off on key initiatives and supports continuous process improvement.

Responsibilities

• Act as a liaison between IT, Digital Banking Development Team, 3rd party vendor and system users to execute project plan tasks, develop solutions for various project and operational needs related to Centralized Operations systems.
• Review system functionality and make recommendations for process improvement utilizing system functionality and providing training to business users for full system utilization.
• Open, track, and close Jira tickets related to system enhancements, ensuring proper documentation and timely resolution.
• Perform UAT testing and signoff on several key EWB applications/components, including but not limited to, online banking applications, Salesforce, and FIS IBSInsight.
• Handle escalated customer service issues related to Digital Banking Platform, and ensuring the proper and timely triaging and resolutions.
• Oversee social media emails and content review, ensuring responses align with brand, regulatory, and customer experience standards.
• Ad-hoc data reporting
• May perform other duties as assigned.

Qualifications

• Bachelor’s degree, with a technical major such as engineering or computer science or equivalent work experience.
• Minimum 5 years’ experience in financial institutions as system product manager, specialization in deposits preferred.
• Analytical skills and problem-solving skills with the ability to assess problems and develop solutions/improvements
• Knowledge and experience to project management as business and IT liaison
• Ability to produce accurate and precise work, detect discrepancies and resolve discrepancies
• Working knowledge in IBS Insight, online banking platforms, and Salesforce
• Exceptional written and verbal communication skills. Ability to effectively interact with all levels of the organization including senior management
• A self-starter, who can effectively navigate a complex organizational structure, achieving results through influence and collaboration
• Proficient in Microsoft Office with advanced Excel skills and basic SQL skills
• Ability to build effective relationships internally with multiple business units.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Compensation

The base pay range for this position is USD $100,000.00/Yr. - USD $130,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

Job Tags

Work experience placement, Work at office

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