About the position
The Customer Care Specialist position at Bank of Hawaii is designed to deliver exceptional customer experiences while assisting customers with inquiries, problem resolution, and processing requests. This role is crucial in educating customers about various product and service solutions, as well as alternate banking channels. Under the supervision of a Supervisor or Manager, the specialist will ensure compliance with applicable laws, regulations, and Bank policies, including Fair Banking, Anti-Money Laundering laws, the Bank Secrecy Act, and the USA PATRIOT Act. The position starts with training on October 11, 2024, and will initially require a Monday to Friday schedule from 8 am to 5 pm for 2-3 months, transitioning to a Monday to Sunday schedule from 7 am to 4 pm after training completion. In this role, the specialist will interact with customers to provide accurate information in response to routine inquiries about products or services and account information. They will identify customer needs through meaningful interactions, actively listen to understand customer circumstances, and efficiently resolve inquiries or issues. The specialist will also process a wide range of customer requests, analyze account activity for suspicious behavior, and maintain up-to-date knowledge of desktop procedures and Bank products. Additionally, the specialist will serve as a mentor or coach to less experienced staff and will be responsible for making appropriate referrals for new products and services, as well as educating customers on utilizing alternate banking channels.
Responsibilities
- Provides quality service by interacting with customers to provide accurate information in response to routine inquiries about products or services and account information.
- Processes a wide range of customer requests to update account and personal information, including stop payments, disputes, and account transfers.
- Analyzes account activity to identify suspicious/unusual activity and complete necessary maintenance requests as required.
- 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 to less experienced staff and as Subject Matter Expert for 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 and online banking.
- Performs all other miscellaneous responsibilities and duties as assigned.
Requirements
- High school diploma or equivalent.
- Minimum 1-3 years of previous work experience in a customer service or support role, including at least 6 months in a Call Center environment.
- Previous experience in Banking or Financial Services handling fraud claims or similarly complex issues in a regulated industry, or completion of Call Center and Card fraud training programs with Card Fraud Certification.
- Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, PowerPoint).
- Ability to use judgment and discretion regarding customer transactions and confidential information.
- Strong verbal and written communication skills.
- Ability to multi-task and pay attention to detail.
- Consistently meet monthly targets for interactions per hour, Average Handle Time, and Quality Monitoring scores.
Nice-to-haves
- Experience with Bank software and systems.
- Ability to work flexible hours in a 24x7 environment.
Benefits
- Competitive hourly wage ranging from $15.38 to $22.12, depending on skills and experience.
- Comprehensive training program to ensure success in the role.
- Opportunities for career advancement within the Bank of Hawaii.
