Sr. Consumer Experience & Solutions Advisor

Bank of Hawaii•Kapolei, HI

About The Position

As an Individual Contributor, this role plays a critical part in delivering exceptional service during moments that matter most. The position resolves high-impact issues for valued clients, collaborates across teams, and embodies a culture of care, urgency, and accountability.

Requirements

High school diploma or G.E.D.
Minimum 4 years of experience in retail banking, customer service, or client support roles.
Proficient with Microsoft Office applications.
Advanced knowledge and skill proficiency in accuracy & efficiency, communication, cross-functional collaboration, customer experience, problem solving, product/service knowledge, results driven, technology literacy.
Intermediate knowledge and skill proficiency in laws & regulations, leadership.
Basic knowledge and skill proficiency in analytical thinking, conflict resolution.
Strong interpersonal skills and a client-first mindset.
Proven ability to manage multiple priorities in a fast-paced environment.
Comfortable working cross-functionally and independently.
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.

Nice To Haves

Experience handling escalations or high-touch client interactions is preferred.

Responsibilities

Delivers a fast, logical, and human-centered escalation experience.
Ensures clients feel heard, supported, and informed throughout the resolution process.
Responds with empathy and urgency, especially during high-stakes situations.
Identifies emerging “moments that matter” and contributes to the continuous improvement of escalation workflows.
Provides feedback to enhance tools, dashboards, and automation that support scalable service excellence.
Partners with product, operations, frontline, and technology teams to resolve complex issues.
Supports alignment across departments to ensure seamless client resolutions.
Participates in reviews to identify root causes and recommend improvements.
Owns the end-to-end resolution of assigned escalations.
Ensures all cases are logged, tracked, and resolved with transparency and thorough documentation.
Maintains high standards of responsiveness and follow-through.
Supports the onboarding and conversion of clients into the new preferred banking experience.
Conducts proactive outreach, tracks conversion progress, and resolves onboarding issues to ensure a smooth transition.
Participates in training, team meetings, and knowledge sharing.
Contributes to a collaborative, inclusive, and high-performance team culture.
Performs other responsibilities and duties as assigned.