Customer Service Manager (CSM) - Bilingual Chinese Preferred

EverTrust Bank is seeking a motivated Customer Service Manager to join our dynamic and growing retail banking team at the Arcadia Branch. Headquartered in the City of Industry, California, EverTrust is a relationship‑driven financial institution specializing in commercial lending, deposit products, and cash management solutions.

As the U.S. subsidiary of O‑Bank in Taiwan, EverTrust is committed to delivering reliable service, driving responsible growth, and making a meaningful impact in the communities we serve.

Overview

Oversees daily branch operations, including new account and teller functions, while ensuring compliance with regulatory and operational standards. Serves as the Branch Security Officer, enforcing all security policies. Drives branch performance and sales through customer engagement and product promotion, and leads staff to deliver efficient operations, resolve customer issues, and minimize risk.

ESSENTIAL JOB FUNCTIONS

• Drive branch performance by achieving sales goals while ensuring strong operational controls and regulatory compliance.
• Oversee daily branch banking operations including cash handling, teller activity, account servicing, transaction accuracy, audit readiness, and adherence to bank policies, security procedures, risk management standards, and applicable banking regulations.
• Build and maintain strong commercial and retail relationships while delivering a consistent, customer‑focused service experience.
• Lead, coach, and develop branch staff to enhance performance, engagement, and long‑term career growth.
• Perform daily branch opening and closing procedures in accordance with Bank policies, security standards, and operational guidelines.
• Oversee branch cash operations, including buying and selling cash to tellers, monitoring vault cash levels, preparing cash shipments, and ensuring compliance with dual custody, cash handling, and branch security procedures.
• Review, reconcile, and balance branch-related general ledger accounts, including Branch Cash, Safe Deposit Box accounts, and other operational accounts within required timeframes.
• Monitor and review daily operational reports, including overdraft (OD/NSF), unposted items, suspicious activity, returned item, stop payment/hold, closed account, and federal withholding reports; ensure timely decision-making, follow-up, and resolution.
• Ensure accurate processing, review, and maintenance of customer account documentation, including new accounts, maintenance requests, time deposit renewals, account closures, and inactive accounts in compliance with Bank policies and regulatory requirements.
• Ensure Currency Transaction Reports (CTR) are properly reported to the BSA Department; oversee W-8BEN certification reviews, monitor high-risk accounts, and ensure compliance with all BSA/AML regulatory and documentation requirements.
• Process outgoing wire transfers, verification of deposits (VODs), customer funds transfers, and other operational transactions while ensuring proper authorization and adherence to procedures.
• Maintain proper records management, document imaging, scanning, retention, and destruction of confidential information in accordance with Bank record retention and information security policies.
• Ensure prompt reporting of legal process orders, garnishments, levies, subpoenas, and related documentation to Operations Administration.
• Conduct monthly and quarterly operational certifications, security reviews, alarm testing, video surveillance checks, safeguarding reports, business continuity certifications, and other required control procedures.
• Monitor branch audit readiness and internal controls to maintain satisfactory audit ratings and ensure compliance with all Bank policies, operational procedures, and regulatory requirements.
• Supervise, train, cross-train, and support branch staff to ensure efficient workflow, operational accuracy, strong internal controls, and high-quality customer service.
• Assist customers with account-related inquiries, overdraft notifications, operational issues, and problem resolution while maintaining a high level of professionalism and customer satisfaction.
• Support branch management in achieving operational efficiency, risk management objectives, business development goals, and overall branch performance standards.
• Perform additional operational, administrative, compliance, and customer service duties as assigned by management.

QUALIFICATIONS

• Education: Bachelor’s degree in Finance, Economics, Accounting, or a related field preferred, or an equivalent combination of education and at least three (3) years of relevant business or banking experience.
• Experience: Minimum of three (3) years of banking experience, preferably with a focus on lending and/or audit functions.
• Skills and Abilities: Strong leadership, customer service, sales, and branch operations management skills with the ability to communicate effectively, build relationships, solve problems, manage risk, and lead staff in a fast-paced banking environment.
• Knowledge: Working knowledge of audit, lending, business and economic principles, banking practices, and Microsoft Office applications.
• Language: Working proficiency in Chinese preferred to support efficient business communication.
• Training: Completion of required online and on‑the‑job training during employment.

Job Type: Full-time

Pay: $72,000.00 - $77,000.00 per year

Application Question(s):

• Will you now or in the future require the company to sponsor your employment authorization (e.g. H1-B, TN, E-3, or other employer-sponsored status)?
• Do you speak any other languages besides? If so, please list them along with your fluency level.
• Are you available to work onsite at the designated location Monday – Friday from 08:45 AM to 05:30 PM?
• What is your expected compensation range? Please specify.
• Do you have experience training new tellers and and bankers? If so, for how many years?

Education:

• High school or equivalent (Required)

Work Location: In person