Universal Representative - Central Support Services

Job Description

Job Description

Position Function:

Handle incoming email/telephone calls from internal/external customers according to established Central Support Services standards in a professional manner.

II-Senior:

Provide on-the-job training support to other team members.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

• Supports the department’s daily activities:
  • Answers incoming telephone calls in accordance with established Central Support Services standards.
  • Independently resolves problems/issues/concerns, and contacts appropriate personnel/departments as required.
  • Ensures that service level standards are being met and takes appropriate action as needed to maintain service levels.
  • II-Senior:
  • Handle situations that require escalation beyond Universal Representatives.
  • Document and/or escalate issues to ensure internal customers’ concerns are addressed promptly and appropriately. Prepare written correspondence as necessary.
  • Obtain and examine all relevant information to assess complaints and determine possible causes and resolution.
• Fulfills customers’ advanced special requests by utilizing various support systems/tool or refers to appropriate personnel/departments.
• Processes updates to deposit and loan accounts.
• Navigates through multiple systems to input and retrieve information to assist branches and department various electronic banking needs.
• Verifies that appropriate records updates were made to resolve customer’s concerns.
• Researches and makes recommendations to update operational manuals, policies, and procedures.
• Correspondence (Universal Rep I):
  • Responds to incoming voice mails and e-mails by making independent decisions and taking appropriate actions.
  • Documents and/ or escalates issues to ensure internal customers’ concerns are addressed promptly and appropriately. Prepares written correspondence as necessary.
• Technical Support (Universal Rep I):
  • Operational support with Encore, Teller Delivery, Cash Dispensers, Remote Capture, MoneyGram, Fiserv Epoc, and S1 Portal.
• Universal Rep II-III:
  • Responsible for monitoring the operational processes and support between the branches and departments.
  • Process all required maintenance in escalation problem resolution or normal situations- i.e. Escrow Analysis, Credit Bureau reporting, SCRA Trust Transfers, Modifications, Automatic payment enrolment, phone/address changes, PMI cancellations, Subpoenas, Amortization requests, Commercial and Consumer Demands etc.
  • Researches and makes recommendations to update operational manuals, policies, and procedures.
  • Manage the growth and development of the Universal Representatives.
  • Ensure that all Universal Representative are handling calls in accordance with Central Support Services standards and taking appropriate follow-up action.
  • Assist with cross-training of staff on various functions.
  • Prepares operational communications or alerts.
  • Respond to incoming voice mails and e-mails by making independent decisions and taking appropriate actions.

Minimum Qualifications:

Education:

Universal Representative I, II, and III:

• High School Diploma or GED equivalency required.

Experience:

Universal Rep I:

• 1+ years of experience in Customer service to include banking loan servicing (II and above) required.

Universal Rep II:

• 2+ years of experience in Customer service to include banking loan servicing (II and above) required.
• 6-12 months of Sales experience with any consumer product required.
• 1+ years of Team lead experience preferred.

Universal Rep III:

• 3+ years of experience in Customer service to include banking loan servicing (II and above) required.
• 6-12 months of Sales experience with any consumer product required.
• 1+ years of Team lead experience preferred.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.