Service Officer (Kahului)

Bank of Hope•Kahului, HI

3d•$21 - $26

About The Position

The Service Officer supports branch operations, customer service, and frontline staff at the Kahului branch. The role handles routine operational transactions, supports compliance and security requirements, assists with teller duties for at least 25% of working time—including during peak hours or staff shortages—and helps with audits and corrective actions. The Service Officer also resolves customer inquiries and escalated issues, recommends banking solutions, supports sales and customer retention efforts, mentors frontline staff, 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 in a fast-paced environment.

Responsibilities

Handle daily operational functions and routine transactions accurately and efficiently.
Ensure compliance with bank policies, procedures, regulatory requirements, and security protocols.
Assist with teller duties at least 25% of the 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 provide a welcoming experience.
Engage with customers to understand their needs and offer personalized banking solutions.
Model high customer-service standards for frontline staff.
Escalate complex customer issues and work with other departments to resolve them.
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 frontline staff on 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 administrative tasks.