Customer Experience Representative , II, or III

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full-time None HONOLULU, HI, US

4 days ago Requisition

Salary Range: $20.00 To $22.00 Hourly

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.

III:

Make independent decisions and take appropriate actions, as provided for by the Customer Experience Supervisors, to resolve customer problems and/or requests. 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.

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.

I-III:

• 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 elevate 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-III:

• 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.

III:

• Obtain and examine all relevant information to assess complaints and determine possible causes.
• Work with appropriate vendors and departments to ensure resolution.
• Verify that appropriate records updates were made to resolve customers’ problems.
• Respond to incoming voice mails and e-mails by making independent decisions and taking appropriate actions as determined by the Assistant Manager.

Customer Experience I, II, or III:

• High School Diploma or GED required.

Customer Experience I:

• 6+ months of experience in Customer service/contact capacity required.

Customer Experience II:

• 1+ years of experience in Customer service/contact capacity required.

Customer Experience III:

• 2+ years of experience in Customer service/contact capacity required.
• 1+ years of Sales experience in financial industry required.