Customer Care Specialist

Bank of Hawaii•Kapolei, HI

1d•$19 - $25

About The Position

Under the close supervision of the Manager, the Customer Care Specialist delivers an exceptional customer experience by assisting customers with inquiries, resolving problems, processing requests, and educating customers about product and service solutions and alternate banking channels. The position starts Monday, January 4, 2027, with training beginning that day. Training lasts approximately 6–8 weeks and is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. After training, employees work five days per week on a schedule that may fall anytime between 7:00 a.m. and 7:00 p.m., Sunday through Saturday. The role handles customer questions and requests related to accounts and banking services, makes appropriate referrals, maintains knowledge of Bank products and procedures, and follows applicable laws, regulations, and Bank policies. Employees must complete required Call Center training and certification within 2–3 months of hire and meet interaction, handle-time, and quality-monitoring targets within 3–6 months of hire.

Requirements

High school diploma or equivalent work-related experience.
Minimum 1–2 years of previous work experience in a customer service or support role.
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.
Successfully complete all required Call Center training and certification within 2–3 months of hire.
Strong verbal communication and demonstrated written communication skills.
Ability to use judgment and discretion regarding customer transactions and confidential information.
Ability to multitask and pay attention to detail.
Meet monthly targets for average interactions per hour, average handle time (AHT), and quality monitoring (QM) scores within 3–6 months of hire.
Able to wear a headset while listening and speaking with customers.
Able to sit for long periods while looking at a computer monitor and using a mouse, keyboard, and other computer equipment.

Nice To Haves

Previous experience working in a Call Center environment.
Banking or financial services experience.

Responsibilities

Provide accurate information in response to routine inquiries about products, services, and account information; identify customers’ needs through meaningful interactions.
Listen to customers to understand their circumstances, problems, expectations, and concerns, and efficiently resolve their inquiries or issues.
Resolve routine and non-routine incoming customer requests, escalating complex inquiries or requests to the appropriate phone queue, employee, or business unit when needed.
Share account information with customers while maintaining a professional demeanor.
Process customer requests to update account and personal information, including stop payments, disputes, account-detail changes, account-to-account funds transfers, and contact-information updates.
Respond to inquiries and process requests received from other Bank of Hawaii departments.
Maintain current knowledge of desktop procedures, Bank products and services, promotions, and organizational information.
Analyze customer profiles and activity to make appropriate referrals for products and services.
Educate and assist customers in using alternate banking channels, including ATMs, Bankoh by Phone, and e-Bankoh Online & Mobile Banking.
Complete other miscellaneous responsibilities and duties as assigned.
Ensure or assist with ensuring compliance with applicable laws, regulations, regulatory requirements, and Bank policies and procedures, including those related to Fair Banking, anti-money laundering, the Bank Secrecy Act, and the USA PATRIOT Act.
Complete required Call Center training and certification and meet monthly interaction-volume, average-handle-time, and quality-monitoring targets within the stated timeframes.