Universal Rep III - Customer Service Center (Part-Time)

Position Function:

This position is responsible for assisting the Support Services Manager with incoming telephone calls from branches/ other departments according to established Central Support Services standards in a professional manner.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

• Support daily department activities and assist branches/departments with advanced banking needs in a professional manner.
• Answer incoming calls and ensure service level standards are met, taking appropriate actions when necessary.
• Resolve issues beyond Universal Representatives and independently address concerns, contacting the relevant personnel/departments as needed.
• Document and escalate issues to ensure timely resolution and prepare written correspondence as necessary.
• Assess complaints, determine possible causes, and implement resolutions.
• Monitor operational processes and provide support between branches and departments.
• Assist with Branch Support projects, such as Encore, Teller Delivery, and Remote Branch Capture.
• Recommend updates to operational manuals, policies, and procedures.
• Fulfill advanced customer requests and refer to appropriate departments when needed.
• Process updates to deposit and loan accounts and assist with various electronic banking needs.
• Provide operational support for Cash Dispensers and MoneyGram.
• Verify record updates to resolve customer concerns.
• Manage the growth and development of Universal Representatives, ensuring adherence to standards and follow-up actions.
• Assist with staff cross-training on various functions.
• Prepare or distribute internal operational communications or alerts.
• Respond to voice mails and emails, making independent decisions and taking appropriate actions. 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.
• Respond to incoming voice mails and e-mails by making independent decisions and taking appropriate actions

Minimum Qualifications:

Education:

Experience:

• 3 years of experience of customer service experience, of which 1 year in branch operations or related area.
• 6-12 Months of sales experience with any consumer product.
• 1 years of team leader experience

Physical Requirements & Working Conditions:

• 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.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.