Customer Care Specialist (Call Center) - Kapolei

Job Description

• THIS POSITION, WHICH INCLUDES TRAINING, STARTS ON July 19, 2024, and will be held Monday-Friday 8am-5pm and lasts 2-3 months. After training requirements have been completed, schedule will be Monday-Sunday 7am-4pm.
  
  
  

Under the supervision of the Supervisor and/or Manager, delivers exceptional customer experiences and is responsible for assisting customers with inquiries, problem resolution, and processing requests. This job is also responsible for educating customers about the different product and service solutions, as well as alternate channels of banking. Assists in business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Responsibilities

• Provides quality service by interacting with customers to provide accurate information in response to routine inquiries about products or services and account information. Identifies customers’ needs through meaningful interactions. Actively listens to understand a customer’s circumstances, problems, expectations and concerns for the purpose of efficiently resolving customer inquiries or issues. Resolves routine and non-routine and more complex incoming customer requests (including Fraud to Online Banking services), properly escalating more complex inquiries or requests to the appropriate internal phone queue/skillset, employee, or business unit for processing when needed. Shares information with customers regarding their accounts, maintaining a professional demeanor in all situations.
• Processes a wide range of customer requests to update account and personal information, including but not limited to stop payments, disputes, changes to account details, process account to account funds transfers, and update contact information. Responds to inquiries and processes requests received from other Bank of Hawaii departments.
• Analyzes account activity to identify suspicious/unusual activity and complete necessary maintenance requests as required. Troubleshoot online and mobile activity to include access management, usage and technical support. Identify and complete complex report/maintenance requests. Assists with more complex inquiries and requests escalated to advanced level or dedicated queues.
• Maintains up-to-date information and working knowledge of desktop procedures, as well as all Bank products, services, promotions, and information about the organization.
• Serves as mentor or coach and to less experienced staff. Serves as Subject Matter Expert for purposes of call shadowing and customer service technique training.
• Analyzes customer profile and activity to make appropriate referrals for new products and services. Educates and assists customers in utilizing alternate banking channels, such as ATMs, Bankoh by Phone, and e-Bankoh Online & Mobile Banking.
• Performs all other miscellaneous responsibilities and duties as assigned.
  
  
  

Qualifications

MINIMUM QUALIFICATIONS

• Education: High school diploma or equivalent.
• Experience: Minimum 1-3 years of previous work experience in a customer service or support role required to include a minimum 6 months or more experience in a Call Center environment required.
• Previous experience in Banking or Financial Services handling fraud claims or similarly complex issues in regulated industry or successfully complete Call Center and Card fraud training programs and attain Card Fraud Certification.
• Technical Skills: Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel and PowerPoint) or similar software. Knowledge of or ability to use Bank software and systems, as well as other office equipment.
• Other Job Qualifications: Must successfully complete all required Call Center training and certification. Strong verbal communication and demonstrated written communication skills. Ability to use judgement and discretion regarding customer transactions and confidential information. Ability to multi-task and pay attention to detail. Consistently meet monthly target of average number of interactions per hour, AHT (Average Handle Time), and QM (Quality Monitoring) scores. Able to wear a headset while listening and speaking with customers. Able to sit for long periods of time looking at a computer monitor while using the mouse, keyboard and other computer equipment. Job requires flexible work hours in a 24x7 environment and ability to work the shift assigned. Due to the unique nature of the businesses 24x7 environment, specific policies regarding attendance and working conditions must be followed to ensure continuous customer support.
  
  
  

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit https://www.boh.com/careers .