Patient Services Rep

Job Description

Under the direction of the Senior Processing and Servicing Specialist, Supervisor or Manager this position is accountable for the accurate and timely processing and servicing of loan requests received from various sources and business units while ensuring validation and compliance requirements are followed. Responsibilities include: data entry, quality control review, research, maintenance and updating information to the respective application system.

Responsibilities

Performs various back office tasks for most consumer loans, commercial loans, small business loans, dealer flooring lines etc. Tasks include, but are not limited to: booking, funding, payoff, maintenance, processing of advances and payments, charge-off processing and daily balancing. Handles customer issues/concerns and professionally responds to customer requests. Handles large volumes of work quickly and accurately in a fast paced environment.

Reviews, prepares, responds to, balances, processes and/or submits various accounting documents, reports and files to internal departments, government agencies and outside companies. Maintains tickler files for Collateral Insurance, LOC (Legal Ownership Certificate), Flood Insurance, etc. Ensures all documents, reports and files are accurately submitted, recorded and maintained in accordance with department, regulatory and Bank guidelines.

Researches and responds to routine and non-routine customer inquiries and correspondence. Assists in meeting department goals and objectives by completing assigned projects.

Performs all other miscellaneous responsibilities and duties as assigned.

Qualifications

High school diploma or G.E.D.

Level is dependent on years of experience and size/complexity of prior positions held.

Level 1: Minimum 2 years branch or other bank experience preferred, or at least 2 years of experience in a highly productive customer service environment or equivalent work experience.

Level 2: Minimum 2 to 3 years of lending or bank experience preferred or 3 years in a highly productive back-office operations setting or equivalent work experience.

Level 3: Minimum 3-4 years of prior branch or banking experience or 4 years of experience in a highly productive operations work environment preferably in loans or equivalent work experience.

Senior Level: Minimum 3 years in banking operations / financial services high-production operations work environment, preferably in loans, customer service, insurance, etc. or equivalent. Should have at least one year experience as lead/team leader/supervisor.

Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. Knowledge of or ability to use Bank software and systems. 10-Key by touch is highly recommended.

Possesses good written and verbal communication skills and have a customer service orientation. Must be a self-starter and able to work with a sense of urgency to meet deadlines. Should be flexible, detail oriented and organized. Must possess and exercise critical thinking skills. Must have a good attendance record and be able to work flexible hours including holidays, weekends and evenings as needed or assigned. Able to quickly adapt to changes in the electronic environment. Must be able to lift up to 25 pounds and push a mail cart weighing up to 25 pounds.

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

Required Skills

Accuracy & Efficiency

Agility

Communication

Customer Experience

Data Entry

Loan Processing and Servicing

Problem Solving

Technology Literacy

Transaction Processing