Digital Accounts & Services Representative

TSB; Honolulu, Gardena (HI, CA); On-site; USD 33,000 - 36,000; Full time

Job summary

Bank of Hope is seeking a Digital Accounts & Services Representative to assist prospect customers by phone and email, collecting information to complete online account applications in a professional manner.

You will work in a fast-paced environment, verify information, set up new accounts, explain product differences, and document interactions in CRM while maintaining confidentiality and meeting SLA requirements.

Qualifications

• 2+ years of financial operations experience in Online Banking and Mobile Banking.

Responsibilities

• Assist prospect customers through incoming and outgoing phone calls and emails to collect and validate information to help complete online account applications in a professional and courteous manner.
• Ability to work in a fast-paced environment with technology.
• Self-motivated, able to work independently, and use critical thinking skills to assess and decision account applications based on various data points and information provided by bank tools.
• Handle, research, and resolve phone inquiries/requests from customers.
• Use Microsoft Programs to review accounts and update customer information in an accurate manner.
• Track and document customer contacts into customer relationship management applications and systems, record clear and concise notes for each action taken.
• Obtain and verify information by phone or online.
• Complete all follow-up work related to customer inquiries.
• Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
• Maintain strict confidentiality with customer account information.
• Support additional duties as necessary in high volume or promotional periods.
• Relay customer insights for continuous improvement.
• Responsible for researching and providing pending case resolution to meeting SLA to ensure excellent customer service.
• Completion of assigned operational tasks, while adhering to established policies and procedures.
• Manage/complete various office administrative tasks on a daily basis, handling correspondence, telephone calls, and emails.
• Assist with making updates department standard operating procedures (SOP) document, forms, and procedures under the guidance of the direct report and other senior managers.

Skills

Fast-paced work

Independent work

Critical thinking

Customer service

Tools

Microsoft CRM

Job description

Digital Accounts & Services Representative

• Assist prospect customers through incoming and outgoing phone calls and emails to collect and validate information to help complete online account applications in a professional and courteous manner.
• Ability to work in a fast-paced environment with technology.
• Self-motivated, able to work independently, and use critical thinking skills to assess and decision account applications based on various data points and information provided by bank tools.
• Handle, research, and resolve phone inquiries/requests from customers.
• Use Microsoft Programs to review accounts and update customer information in an accurate manner.
• Track and document customer contacts into customer relationship management applications and systems, record clear and concise notes for each action taken.
• Obtain and verify information by phone or online.
• Complete all follow-up work related to customer inquiries.
• Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
• Maintain strict confidentiality with customer account information.
• Support additional duties as necessary in high volume or promotional periods.
• Relay customer insights for continuous improvement.
• Responsible for researching and providing pending case resolution to meeting SLA to ensure excellent customer service.
• Completion of assigned operational tasks, while adhering to established policies and procedures.
• Manage/complete various office administrative tasks on a daily basis, handling correspondence, telephone calls, and emails.
• Assist with making updates department standard operating procedures (SOP) document, forms, and procedures under the guidance of the direct report and other senior managers.

Job Qualifications/Requirements

Education/Credentials

Prior Experience

• Minimum Years of Experience: 2+ years of financial operations experience in Online Banking and Mobile Banking is preferred.

Technical Skills

• Ability to work in fast paced environment.
• Ability to recognize and escalation issues that could impact department.
• Able to work independently under own initiative with minimal supervision to complete assignments.
• Knowledge of Retail Banking products such as Checking, Savings, Money Market, and Certificate of Deposit.
• Must be flexible and possess the ability to adapt to a changing digital environment.
• Working knowledge or some experiences with using Microsoft CRM is preferred.

The salary range for this full-time position is $24.04/hr - $26.45/hr + bonus + benefits

Salary ranges are determined based on qualifications, level, and location.

Exact compensation may vary based on your skills and experience.

Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.