Universal Representative – Customer Service Center

Central Pacific Bank•Honolulu, HI

1d•$19 - $29•Onsite

About The Position

The Universal Representative is responsible for handling incoming email and telephone calls from internal and external customers according to established Central Support Services standards in a professional manner. This role requires approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”, demonstrating core competencies in Customer Interactions, Empowerment and Ownership, Active Listening, effective Oral and Written Communication, Action and Solution Oriented, and Thoroughness. Universal Representatives I and II support the department’s daily activities, answer incoming calls, independently resolve problems, ensure service level standards are met, fulfill advanced special requests, process updates to deposit and loan accounts, and navigate multiple systems to assist branches and departments with electronic banking needs. They also verify record updates, research and recommend updates to operational manuals, policies, and procedures. Responsibilities include responding to voicemails and emails, documenting and escalating issues, and preparing written correspondence. Technical support is provided for various systems including Encore, Teller Delivery, Cash Dispensers, Remote Capture, MoneyGram, Fiserv Epoc, and S1 Portal. Universal Representative III assists branches/departments with advanced banking needs, handles escalated situations, documents and escalates issues, and prepares written correspondence. They obtain and examine information to assess complaints, provide operational support for Cash Dispensers and MoneyGram, monitor operational processes, and assist with Branch Support projects. This role also researches and recommends updates to operational manuals, policies, and procedures, manages the growth and development of Universal Representatives, ensures adherence to standards, assists with cross-training, and prepares internal operational communications or alerts.

Requirements

High School Diploma or GED equivalency required.
1+ years of experience in Customer service, to include branch operations or related area required (for UR I).
2+ years of experience in Customer service, to include 6+ months of branch operations or related area required (for UR II).
6-12 months of experience with any consumer product required (for UR II & III).
3+ years of experience in Customer service, to include 6+ months of branch operations or related area required (for UR III).
1+ years of Team lead experience required (for UR III).
Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
Must be able to clearly communicate verbally and in writing with all internal and external customers.
Must also be able to hear sufficiently to engage in daily discussions and interactions.
Must be able to read and understand bank-related documents.
Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time.
Must also be able to adapt to different work environments as needed to perform the job.

Responsibilities

Support the department’s daily activities.
Answer incoming telephone calls in accordance with established Central Support Services standards.
Independently resolve problems/issues/concerns, and contact appropriate personnel/departments as required.
Ensure that service levels standards are being met and take appropriate action as needed to maintain service levels.
Fulfill customers’ advanced special requests by utilizing various support systems/tool or refer to appropriate personnel/departments.
Process updates to deposit and loan accounts.
Navigate through multiple systems to input and retrieve information to assist branches and department various electronic banking needs.
Verify that appropriate records updates were made to resolve customer’s concerns.
Researches and makes recommendations to update operational manuals, policies and procedures.
Respond to incoming voice mails and e-mails by making independent decisions and taking appropriate actions.
Document and/ or escalate issues to ensure internal customers’ concerns are addressed promptly and appropriately.
Prepare written correspondence as necessary.
Provide operational support with Encore, Teller Delivery, Cash Dispensers, Remote Capture , MoneyGram, Fiserv Epoc, and S1 Portal.
Assist branches/departments with various advanced banking needs in a professional manner and follow through with appropriate actions.
Handle situations that require escalation beyond Universal Representatives.
Obtain and examine all relevant information to assess complaints and determine possible causes and resolution.
Provide operational support with Cash Dispensers and MoneyGram.
Responsible for monitoring the operational processes and support between the branches, and departments.
Assist with the various Branch Support projects. i.e.Encore, Teller Delivery, Remote Branch Capture.
Manage the growth and development of the Universal Representatives.
Ensure that all Universal Representative are handling calls in accordance with Central Support Services standards and taking appropriate follow-up action.
Assist with cross-training of staff on various functions.
Prepares or disburses all internal operational communications or alerts.