AVP​/VP Treasury Management Call Center Officer

• Mobile Banking Services

Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team! At 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.

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The Treasury Management Call Center Officer serves as a senior Treasury Management subject matter expert responsible for delivering advanced client support, managing complex service escalations, supporting strategic initiatives, and ensuring exceptional service delivery for Treasury Management products and services.

This position functions as the highest-level escalation resource within the Treasury Management Call Center and provides operational expertise for Commercial Online Banking, ACH Services, Wire Transfers, Positive Pay, Remote Deposit Capture, Lockbox, Account Reconciliation, Cash Vault, and other Treasury Management solutions.

The Officer works closely with Treasury Management Sales Officers, Relationship Managers, Branch Management, Operations, Information Technology, Product Management, Compliance, and Risk Management to ensure timely resolution of client issues, mitigate operational risks, improve processes, and enhance the overall client experience.

The Treasury Management Call Center Officer serves as a trusted advisor to both internal business partners and commercial clients while driving service excellence, operational efficiency, and product adoption.

Incumbent has no direct reports.

• Serve as the primary escalation point for complex Treasury Management and Commercial Online Banking issues.
• Provide advanced support for commercial and business clients utilizing Treasury Management services.
• Research and resolve complex issues involving ACH, wire transfers, fraud prevention services, file transmission, user entitlements, and online banking functionality.
• Coordinate resolution efforts across multiple business units and vendors.
• Ensure timely and accurate communication with clients and internal partners throughout the resolution process.

Maintain Advanced Knowledge Of

• Commercial Online Banking
• ACH Origination and Reporting
• Wire Transfer Services
• Positive Pay
• Account Reconciliation Services
• Lockbox Services
• Cash Vault Services
• Remote Deposit Capture
• Fraud Prevention Solutions
• User Entitlement Administration
• Mobile Banking Services
• Treasury Reporting Solutions

• Partner with Treasury Management Officers and Relationship Managers to support client onboarding, retention, and expansion opportunities.
• Participate in client meetings and service reviews when advanced product expertise is required.
• Provide recommendations regarding product utilization and best practices.
• Assist with high-value or complex client relationships requiring specialized support.

• Identify operational, fraud, and service risks associated with Treasury Management products.
• Ensure compliance with Bank policies, NACHA rules, regulatory requirements, and internal controls.
• Review service trends and recommend corrective actions to reduce risk and improve performance.
• Support internal audits, regulatory examinations, and control testing activities.
• Escalate significant operational concerns and…