Banking Support Specialist – Escalations & Training

Central Pacific Bank (HI); Honolulu (HI); On-site; USD 26,000 - 40,000; Full time

Job summary

Central Pacific Bank (HI) in Honolulu is seeking a Universal Representative – Central Support Services to join our ICP Support team. The role handles inbound calls and emails from customers, processes deposits and loan updates, and ensures service levels are met with a focus on accuracy and customer care.

The Senior level also provides on-the-job training, escalates complex issues, and collaborates across departments to resolve inquiries while upholding our core values and professional standards.

Qualifications

• High School Diploma or GED equivalency required.
• 1+ years of experience in Customer service to include banking loan servicing (II and above) required.
• 2+ years of experience in Customer service to include banking loan servicing (II and above) required.
• 6-12 months of Sales experience with any consumer product required.
• 1+ years of Team lead experience preferred.

Responsibilities

• Answers incoming telephone calls in accordance with established Central Support Services standards.
• Independently resolves problems/issues/concerns, and contacts appropriate personnel/departments as required.
• Ensures that service level standards are being met and takes appropriate action as needed to maintain service levels.
• Handle situations that require escalation beyond Universal Representatives.
• Document and/or escalates issues to ensure internal customers’ concerns are addressed promptly and appropriately. Prepare written correspondence as necessary.
• Obtain and examine all relevant information to assess complaints and determine possible causes and resolution.
• Fulfills customers’ advanced special requests by utilizing various support systems/tool or refers to appropriate personnel/departments.
• Processes updates to deposit and loan accounts.
• Navigates through multiple systems to input and retrieve information to assist branches and department various electronic banking needs.
• Verifies that appropriate records updates were made to resolve customer’s concerns.
• Researches and makes recommendations to update operational manuals, policies, and procedures.
• Correspondence (Universal Rep I): Responds to incoming voice mails and e-mails by making independent decisions and taking appropriate actions.
• Documents and/ or escalates issues to ensure internal customers’ concerns are addressed promptly and appropriately. Prepares written correspondence as necessary.
• Technical Support (Universal Rep I): Operational support with Encore, Teller Delivery, Cash Dispensers, Remote Capture, MoneyGram, Fiserv Epoc, and S1 Portal.
• Universal Rep II-III: Responsible for monitoring the operational processes and support between the branches and departments.
• Process all required maintenance in escalation problem resolution or normal situations- i.e. Escrow Analysis, Credit Bureau reporting, SCRA Trust Transfers, Modifications, Automatic payment enrolment, phone/address changes, PMI cancellations, Subpoenas, Amortization requests, Commercial and Consumer Demands etc.
• Researches and makes recommendations to update operational manuals, policies, and procedures.
• 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 operational communications or alerts.
• Respond to incoming voice mails and e-mails by making independent decisions and taking appropriate actions.

Skills

Customer service

Communication

Problem solving

Team leadership

Training

Education

High school diploma

Tools

Encore

Teller Delivery

Cash Dispensers

Remote Capture

MoneyGram

Fiserv Epoc

S1 Portal

Job description

Central Pacific Bank (HI) in Honolulu is seeking a Universal Representative – Central Support Services to join our ICP Support team. The role handles inbound calls and emails from customers, processes deposits and loan updates, and ensures service levels are met with a focus on accuracy and customer care.

The Senior level also provides on-the-job training, escalates complex issues, and collaborates across departments to resolve inquiries while upholding our core values and professional standards.