Global Transaction Payment Senior Service Associate

Saved job description

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 120 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 an exclusive focus on the U.S. and Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

Overview

East West Bank is seeking a GTP Senior Service Associate. Reporting to the Global Transactions Services Group Manager, the employee is responsible for delivering an elevated level of world-class customer service through various inbound and outbound channels for commercial customers with Treasury Management Products. The Senior Service Associate will be responsible for handling customer inquiries and providing issue resolution within established guidelines, following department procedures, and making sure to deliver within established service levels. Provide prompt and courteous customer service to both internal and external customers. Will be familiar with the latest security controls offered by the Bank's applications and be able to clearly communicate to the customer using the Bank's systems. The Senior Service Associate will have thorough knowledge of Treasury Management products which also includes system requirements. Job functions may vary, and other duties assigned based on business need.

Responsibilities

Serve as the primary service contact for a portfolio of high-value, complex clients, ensuring consistent and elevated client experience.

Deliver responsive, client-centric service aligned with established service level agreements (SLAs), with a strong emphasis on first call resolution.

Take full ownership of client inquiries, cases, and escalations, ensuring timely resolution in accordance with defined guidelines.

Partner cross-functionally with Relationship Managers, Product, and Operations to support client growth and retention objectives.

Foster a collaborative team environment by setting priorities, sharing expertise, and driving continuous performance improvement through feedback.

Leverage deep knowledge of internal policies, procedures, and treasury products to independently resolve client issues.

Troubleshoot and resolve technical issues, including browser configuration and Treasury Management system requirements.

Proactively identify, manage, and escalate risks while balancing service delivery and operational controls.

Maintain high responsiveness to both internal and external stakeholders, ensuring clear communication and timely follow-up.

Analyze and resolve complex product and account-related issues with full accountability.

Perform other duties as assigned.

Qualifications

Bachelor’s degree preferred

Bilingual (English/Mandarin) preferred

Minimum 5+ years of experience in treasury management, transaction banking, or client servicing environments

Strong knowledge of treasury products, including ACH, wire transfers, online banking, and liquidity solutions.

Demonstrated ability to manage complex client relationships, service needs, and escalations.

Strong technical aptitude, including experience supporting treasury platforms and transmission protocols (e.g., FTP, BAI)

Excellent communication, relationship management, and critical thinking skills

Working knowledge of BSA/AML/OFAC regulatory requirements and compliance expectations

Proven ability to operate independently in a fast-paced, high-volume environment.

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 $140,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.