Customer Care Representative (Full-Time) - Kapolei Call Center-1700273
Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge customer service. Now, we’re embracing change with our new 21st century banking.
It’s our people who help us succeed in offering first class service and products to our customers. As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on customer service, time management and teamwork. People who are customer-focused, articulate, and who can quickly navigate through multiple computer screens can learn and grow with us in our Call Center environment.
Does this sound like you?
Want to make a difference in people’s day? Are you a customer service champion? Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver? Are you a self-starter, comfortable with ambiguity, and a forward thinker? If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii. Here you can be at the forefront of whatever you do. Welcome to your tomorrow!
A day in your life as a Customer Care Representative are dedicated professionals who, after successfully completing an initial 1-2 month training program, can respond accurately and thoroughly to incoming telephone calls on a wide range of financial-related topics, including product and account information, legal/dispute requirements, processing procedures and general investing. The CCR also offers alternative solutions where appropriate with the objective of retaining/increasing customer's business. The CCR communicates with customers using computer based applications/web-based tools and demonstrates the associated proficiency in typing and grammar. This position is located in the Bankoh Call Center in Kapolei, Hawaii.
We’ll give you these important responsibilities…
Professionally handles customer service inquiries: Utilizes various bank systems to answer customer requests or inquiries regarding account-related transactions, Bank of Hawaii products, and/or services. Must demonstrate good telephone etiquette and the ability to handle high call volume.
Proficiently completes customer maintenance requests: Assists customers in filing account/card disputes, escalating account claims, completing/submitting customer account maintenance requests. Completes changes to accounts according to established procedures. May be required to work in one or multiple queues/skill sets over various customer contact channels.
Reviews client accounts and transactions: Verifies transactions and takes appropriate action, identifies potential fraud situations, and provides problem resolution concerning customer inquiries, complaints, or difficulties. Routes complex problems to supervisor or designated staff member for resolution. Communicates to management any complex and unique situations that needs immediate attention.
Focuses on customer retention/relationship building: Handles customer concerns/issues and professionally responds to customer’s requests for assistance on banking accounts such as checking, savings, loans and other bank products and services. Requires analyzing of customer’s accounts and effective communication skills to provide needed information to customer. Reviews customer profile and identifies customer financial needs, informs and recommends appropriate financial services. May perform research, submit web forms or complete tracking forms to ensure the customer’s request is completed in an accurate and timely manner.
Products & Training
Maintains up-to-date information and working knowledge of all Bank products, services and promotions. Must successfully complete training programs and to work the schedule block hired for. This position requires use of a personal computer and other standard office equipment (fax, copier, calculator, telephone). Position requires flexible work hours in a 24x7 environment.
Job Function Banking Sales/Services
…if you come to us with these qualifications…
- Experience in customer service and/or sales
- Previous experience using telephones
- Technical skill, proficient with personal computers and some knowledge of Microsoft Office
- Good communication (verbal and written) skills; good diction and articulation skills
- Ability to type 25 wpm
- Proficient reading, writing and math skills
- Customer service skills including an ability to work well with the public and an ability to adopt a customer perspective
- Strong problem-solving, decision-making and multi-tasking capabilities
- Ability to understand the bank’s programs, products and services and to explain these confidently and accurately to customers
- Must be client-focused and work well under pressure
- Possess exceptional listening, communication, problem-solving and multi-tasking skills
- Detail-oriented capability, has strong time-management skills and grasp complex material quickly
- Must be able to wear a headset
- Position requires flexible work hours in a 24x7 environment
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status. Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.
Primary Location Hawaii-Oahu
Job Posting Apr 10, 2017, 12:00:00 AM
Unposting Date Ongoing