Universal Representative – Central Support Services

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Full-time ICP Support Honolulu, HI, US

2 days ago Requisition

Salary Range: $19.00 To $29.24 Hourly

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 escape 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, Money Gram, 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:

Educatio…