Service Officer (Kona)

Bank of Hope•Kailua-Kona, HI

4d•Onsite

About The Position

The Service Officer is responsible for handling daily operational functions accurately and efficiently, ensuring branch compliance with all policies, procedures, and regulatory requirements, including security protocols. This role involves assisting with teller duties at least 25% of the time, processing various transactions, and adhering to fraud detection and prevention protocols. The Service Officer also plays a key role in customer service and problem resolution, delivering an exceptional customer experience, resolving issues, and identifying opportunities for cross-selling and upselling bank products and services. Additionally, the position involves mentoring front-line staff, providing guidance on operational issues, and assisting with back-office duties.

Requirements

Minimum Education Level: High School Diploma
At least 3 years of experience working in branch operations.
English: Written: Advanced
English: Verbal: Fluent
Ability to manage multiple tasks, projects and deadlines simultaneously.
Excellent verbal and written communication skills.
Strong organizational skills with a willingness to adapt to change as needed in a fast paced environment.

Responsibilities

Handle daily operational functions accurately and efficiently, including all other routine transactions.
Ensure branch compliance with all policies, procedures, and regulatory requirements, including security protocols.
Assist with teller duties at least 25% of their time including peak hours or staff shortages, processing transactions such as deposits, withdrawals, transfers, and other routine transactions with efficiency.
Adhere to and enforce fraud detection and prevention protocols, reviewing any suspicious account activity and reporting potential risks.
Assist with the preparation and coordination of audits, following through on any corrective actions.
Deliver an exceptional customer experience by assisting with inquiries, resolving issues, and ensuring a welcoming environment for all clients.
Engage proactively with customers to understand their needs, offering personalized banking solutions that enhance the customer relationship.
Act as a role model for front-line staff, ensuring that the highest levels of customer service are maintained at all times.
Act as an escalation point for more complex customer issues and work with other departments to provide effective solutions.
Identify opportunities for cross-selling and upselling bank products and services, contributing to the branch’s overall sales goals.
Collaborate with the Branch Manager, Operations Manager and Premier Banking Officer to support customer retention and expansion efforts, helping to grow the branch’s customer base.
Help mentor tellers and other front-line staff on bank procedures, customer service standards, and operational tasks.
Provide guidance to the team on operational issues and ensure consistent application of best practices.
Assist with back-office duties as needed, including processing wire transfers, stop payments, and other administrative tasks.