Customer Experience Rep. I/II - Customer Service Center

Job Description

Job Description

This position is eligible for a $1,000 sign-on bonus.

Position Function:

Handles incoming email/ telephone calls (level III: including Electronic Banking products and services) from internal/external customers according to established Call Center standards in a professional manner, and taking follow-up action as necessary.

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:

I:

• Provide customers with general information on CPB products/services and other general information.
• Branch/ATM location and hours:
• Rates and fees
• Deposit and loan accounts
• Convenience and monetary products/services
• Prepare update forms for deposit and loan accounts, such as address and phone number changes.
• Prepare requests for duplicate statements, stop payments, fee waiver, check orders, close accounts, etc.
• Cancel lost/stolen cards, reset Internet Banking passwords, activate cards, etc.

I-II:

• Answer incoming email/ telephone calls in accordance with established Call Center standards and assist customers with various banking needs (with increasing complexity commensurate with role progression) in a professional manner and follow through with appropriate action.
• Provide customers with account information, help them resolve problems/issues/concerns, and contact appropriate personnel/departments as required.
• Document and/or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.
• Prepare written correspondence, as necessary.
• Cross-sell various bank products and services.
• Fulfill customers’ special requests by utilizing various support systems/tools or refer to appropriate personnel/departments.

II:

• Navigate through multiple systems to input and retrieve information to assist customers with various electronic banking needs, including Internet Banking, ATM/Debit cards, and Infoline.

• Provide technical assistance on electronic banking products and services.
• Research, identify, and resolve problems associated with electronic banking products and services.
• Follow through with appropriate action by telephone, e-mail, or written correspondence.
• Updates to deposit and loan accounts.
• Process duplicate statements, stop payments, fee waivers, check orders, close accounts, telephone transfers, etc.
• Cancel and reissue lost/stolen cards, reset Internet Banking passwords, activate cards, etc.

• Convert inquiries into account openings by referring customers to appropriate business units.

Minimum Qualifications:

Education:

Customer Experience I or II:

• High School Diploma or GED required.