Digital Account Services Representative

Bank of Hope•Honolulu, HI

13h•$19 - $25

About The Position

Assist prospect customers through incoming and outgoing phone calls and emails to collect and validate information to help complete online account applications in a professional and courteous manner. Ability to work in a fast-paced environment with technology. Self-motivated, able to work independently, and use critical thinking skills to assess and decision account applications based on various data points and information provided by bank tools. Handle, research, and resolve phone inquiries/requests from customers. Use Microsoft Programs to review accounts and update customer information in an accurate manner. Track and document customer contacts into customer relationship management applications and systems, record clear and concise notes for each action taken. Obtain and verify information by phone or online. Complete all follow-up work related to customer inquiries. Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs. Maintain strict confidentiality with customer account information. Support additional duties as necessary in high volume or promotional periods. Relay customer insights for continuous improvement. Responsible for researching and providing pending case resolution to meeting SLA to ensure excellent customer service. Completion of assigned operational tasks, while adhering to established policies and procedures. Manage/complete various office administrative tasks on a daily basis, handling correspondence, telephone calls, and emails. Assist with making updates department standard operating procedures (SOP) document, forms, and procedures under the guidance of the direct report and other senior managers.

Requirements

Minimum Education Level: Bachelor’s Degree
Minimum Years of Experience: 2+ years of financial operations experience in Online Banking and Mobile Banking is preferred
Excellent telephone techniques and etiquette
Excellent email techniques and etiquette
Ability to work in fast paced environment.
Ability to recognize and escalate issues that could impact department.
Able to work independently under own initiative with minimal supervision to complete assignments.
Knowledge of Retail Banking products such as Checking, Savings, Money Market, and Certificate of Deposit.
Must be flexible and possess the ability to adapt to a changing digital environment.

Nice To Haves

Working knowledge or some experiences with using Microsoft CRM is preferred.

Responsibilities

Assist prospect customers through incoming and outgoing phone calls and emails to collect and validate information
Work in a fast-paced environment with technology
Use critical thinking skills to assess and decision account applications based on various data points and information provided by bank tools
Handle, research, and resolve phone inquiries/requests from customers
Use Microsoft Programs to review accounts and update customer information
Track and document customer contacts into customer relationship management applications and systems
Obtain and verify information by phone or online
Complete all follow-up work related to customer inquiries
Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs
Maintain strict confidentiality with customer account information
Support additional duties as necessary in high volume or promotional periods
Relay customer insights for continuous improvement
Responsible for researching and providing pending case resolution to meeting SLA to ensure excellent customer service
Completion of assigned operational tasks, while adhering to established policies and procedures
Manage/complete various office administrative tasks on a daily basis, handling correspondence, telephone calls, and emails
Assist with making updates department standard operating procedures (SOP) document, forms, and procedures under the guidance of the direct report and other senior managers