Universal Specialist - Online Operations
Job title: Universal Specialist - Online Operations in Honolulu, HI at Central Pacific Bank
Company: Central Pacific Bank
Job description: Position Function:This position is responsible for providing a higher level of service that exceeds customer expectations. You will be cross-trained to work in-branch as a teller and over the phone in the call center. You are the face and voice of our company with every single interaction and must become a trusted advisor for existing and potential customers. Helping customers meet their financial goals through product and service offerings to meet their individual needs is your passion.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:
- Support Chat and Online New Accounts
- Reviews all new deposit accounts opened online according to internal policies, procedures, and processes.
- Adheres to all chat, new account, and outbound call regulatory requirements.
- Responds to incoming calls, chats, voice messages, emails.
- Builds and grows relationships with customers by being a trusted advisor, properly profiling, and making relevant product/services recommendations.
- Identifies potential fraud and takes appropriate action to mitigate losses and protect the bank’s reputation.
- Proficient with internal applications and efficiently provides guidance on account inquiries, maintenance, and overall servicing for deposit/loan products and all digital services.
- Performs outbound calls to customers (debit card declines and excessive overdraft counseling) and follows proper calls scripts in accordance with our procedures.
- Manages multiple chats at the same time.
- Actively contributes to the bank initiatives such as marketing campaigns, customer retention programs, and new account acquisitions.
- Serves as back-up to our internal and external call center
- Assists with answering incoming inquiries received by branches and other internal areas in accordance with department standards.
- Assists with answering incoming customer inquiries and escalations.
- Provides supervisor support as needed and cover after-hour shifts.
- High School Diploma or GED required.
- 2+ years of experience in branch operations or related area.
- 2+ years of customer service experience, with at least 1-2 years of sales experience with any consumer product.
- 1+ years of experience in Digital banking platform experience (online and mobile banking, mobile deposit, online bill payment, Zelle).
- Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
- Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
- Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
- Must be able to read and understand bank-related documents.
- Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.