Banking Support Specialist—Customer Care & Escalations

CPB Group Pty; Honolulu (HI); Remote; USD 26,000 - 40,000; Full time

Job summary

CPB Group Pty is seeking a Universal Representative – Central Support Services in Honolulu, HI for a full-time ICP support role. You will handle inbound calls, updates to accounts, and escalation procedures while adhering to company values of Voyaging Spirit and Positively Ohana.

The role requires progressive levels of experience in customer service, banking servicing, and occasional sales, with a focus on accuracy and cross-system coordination in a fast-paced environment.

Qualifications

• High School Diploma or GED equivalency required.
• 1+ year of experience in customer service including banking loan servicing (II and above).
• 2+ years of experience in customer service including banking loan servicing (II).
• 3+ years of experience in customer service including banking loan servicing (III).
• 2+ years of experience in customer service including banking loan servicing (II) and 6–12 months of sales experience.

Responsibilities

• Answers incoming telephone calls per Central Support Services standards.
• Independently resolves problems and contacts appropriate personnel as required.
• Ensure service levels are met and take action to maintain them.
• Handle escalation beyond Universal Representatives.
• Document and escalate issues to address customers' concerns promptly.
• Obtain and examine information to assess complaints and resolutions.
• Fulfill advanced customer requests using support systems.
• Process updates to deposit and loan accounts.
• Navigate multiple systems to assist branches and electronic banking needs.
• Verify records updates to resolve concerns.
• Research and recommend updates to manuals, policies, procedures.
• Respond to voicemails and emails with independent decisions and actions.

Skills

Customer service

Communication

Team leadership

Sales experience

Education

High School Diploma or GED

Tools

Encore

Teller Delivery

Banking systems

Job description

CPB Group Pty is seeking a Universal Representative – Central Support Services in Honolulu, HI for a full-time ICP support role. You will handle inbound calls, updates to accounts, and escalation procedures while adhering to company values of Voyaging Spirit and Positively Ohana.

The role requires progressive levels of experience in customer service, banking servicing, and occasional sales, with a focus on accuracy and cross-system coordination in a fast-paced environment.