Service Officer (Kahului)

Bank of Hope•Kahului, HI

About The Position

The Service Officer supports branch operations in Kahului by handling daily operational functions accurately and efficiently, ensuring compliance with bank policies, procedures, regulatory requirements, and security protocols. The role assists with teller duties for at least 25% of working time, including during peak hours or staff shortages, and processes routine transactions such as deposits, withdrawals, and transfers. It also supports fraud prevention, audit preparation, and follow-through on corrective actions. The Service Officer provides customer service, resolves inquiries and issues, and helps maintain a welcoming environment. The role identifies customer needs, offers personalized banking solutions, supports customer retention and growth, and acts as an escalation point for complex issues. It also mentors front-line staff, provides guidance on operational practices, and assists with back-office tasks such as wire transfers and stop payments.

Requirements

High school diploma.
At least 3 years of experience working in branch operations.
Advanced written English and fluent verbal English.
Ability to manage multiple tasks, projects, and deadlines simultaneously.
Excellent verbal and written communication skills.
Strong organizational skills and willingness to adapt to change in a fast-paced environment.

Responsibilities

Handle daily branch operational functions and routine transactions accurately and efficiently.
Ensure branch compliance with policies, procedures, regulatory requirements, and security protocols.
Assist with teller duties for at least 25% of working time, including during peak hours or staff shortages.
Process deposits, withdrawals, transfers, and other routine transactions.
Follow fraud detection and prevention protocols, review suspicious account activity, and report potential risks.
Assist with audit preparation and coordination, and follow through on corrective actions.
Assist customers with inquiries, resolve issues, and help maintain a welcoming environment.
Engage with customers to understand their needs and offer personalized banking solutions.
Model and support high customer-service standards among front-line staff.
Escalate complex customer issues and work with other departments to provide solutions.
Identify cross-selling and upselling opportunities to contribute to branch sales goals.
Collaborate with the Branch Manager, Operations Manager, and Premier Banking Officer on customer retention and expansion efforts.
Mentor tellers and other front-line staff on bank procedures, customer service standards, and operational tasks.
Guide the team on operational issues and promote consistent application of best practices.
Assist with back-office duties, including wire transfers, stop payments, and other administrative tasks.