Customer Care Specialist (Kapolei Call Center)

Job Description Under the close supervision of the Manager, delivers exceptional customer experience and is responsible for assisting customers with inquiries, problem resolution, and processing requests. Is also responsible for educating customers about the different product and service solutions, as well as alternate channels of banking. Responsibilities Provides quality service by interacting with customers to provide accurate information in response to routine inquiries about products or services and account information. Identifies customers’ needs through meaningful interactions. Actively listens to understand a customer’s circumstances, problems, expectations and concerns for the purpose of efficiently resolving customer inquiries or issues. Resolves routine and non‑routine incoming customer requests, properly escalating more complex inquiries or requests to the appropriate internal phone queue/skillset, employee, or business unit for processing when needed. Shares information with customers regarding their accounts, maintaining a professional demeanor in all situations. Processes a wide range of customer requests to update account and personal information, including but not limited to stop payments, disputes, changes to account details, process account to account funds transfers, and update contact information. Responds to inquiries and processes requests received from other Bank of Hawaii departments. Maintains up‑to‑date information and working knowledge of desktop procedures, as well as all Bank products, services, promotions, and information about the organization. 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, Bankoh by Phone, and e‑Bankoh Online & Mobile Banking. Performs all other miscellaneous responsibilities and duties as assigned. Qualifications High school diploma or equivalent work‑related experience. Minimum 1‑2 years of previous work experience in a customer service or support role required. Previous experience working in a Call Center environment, as well as Banking or Financial Services experience, preferred. Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel and PowerPoint) or similar software. Knowledge of or ability to use Bank software and systems, as well as other office equipment. Must successfully complete all required Call Center training and certification upon 2‑3 months of hire. Strong verbal communication and demonstrated written communication skills. Ability to use judgement and discretion regarding customer transactions and confidential information. Ability to multi‑task and pay attention to detail. Consistently meets monthly target of average number of interactions per hour, AHT (Average Handle Time), and QM (Quality Monitoring) scores upon 3‑6 months of hire. Able to wear a headset while listening and speaking with customers. Able to sit for long periods of time looking at a computer monitor while using the mouse, keyboard and other computer equipment. Position requires flexible work hours in a 24x7 environment and ability to work the shift assigned. Due to the unique nature of the businesses 24x7 environment, specific policies regarding attendance and working conditions must be followed to ensure continuous customer support. 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 #J-18808-Ljbffr Bank of Hawaii