Digital Banking & Customer Experience Specialist

Bank of Hawaii; Honolulu (HI); On-site; USD 35,000 - 55,000; Full time

Job summary

A financial institution in Honolulu is seeking a customer-focused professional to enhance client experiences and promote financial services. The role requires 2+ years of sales and customer service experience, including teller responsibilities. Candidates should possess strong communication skills and demonstrate an ability to manage client relationships effectively. The position involves processing transactions, selling financial products, and training staff. Flexibility to work varied hours and travel between locations is essential.

Qualifications

• 2+ years of experience in consumer sales and customer service.
• 1+ years of teller experience preferred.
• Ability to work evenings, weekends, and lift up to 30 lbs.

Responsibilities

• Manage overall branch client experience and engage existing clients.
• Sell financial services to meet customer goals.
• Process transactions and train new employees.
• Identify and secure new consumer clients.

Skills

Customer Experience

Communication

Relationship Building

Technology Literacy

Problem Solving

Education

High School Diploma or G.E.D

Job description

Job Description

Under the supervision of the Manager, creates and delivers exceptional customer experiences by engaging clients with exceptional customer service while ensuring that engaged clients understand how digital and mobile alternatives can complete their banking transactions quickly and efficiently. Introduces and sells customers financial services to meet their short and long term needs, as identified by profiling and through knowledge of products and services. Processes all types of financial transactions for clients, balances own cash and assists with vault, ATM cash recycler and armored car duties.

Job Description

Under the supervision of the Manager, creates and delivers exceptional customer experiences by engaging clients with exceptional customer service while ensuring that engaged clients understand how digital and mobile alternatives can complete their banking transactions quickly and efficiently. Introduces and sells customers financial services to meet their short and long term needs, as identified by profiling and through knowledge of products and services. Processes all types of financial transactions for clients, balances own cash and assists with vault, ATM cash recycler and armored car duties.

Responsibilities

• Manages overall branch client experience. Proactively engages existing and prospective clients to understand and interact with 21st century banking advancements by demonstrating transactions using technology, creating an interest and handling objections. Actively manages the branch lobby by greeting and thanking customers, checks in clients that have appointments, and assists walk in customers to ensure they are guided to the proper banker for assistance. This includes, but not limited to: providing exceptional customer service, managing flow of activity throughout the branch, assessing and fulfilling client needs, handling and resolving complaints and concerns generated from customers, and escalating unfulfilled client concerns to the appropriate branch or department.
• Maintains and sells financial services to clientele by addressing both long-term and short-term goals through profiling. Identifies customer needs, maintains extensive knowledge of products and services, cross-sells, opens new accounts, calls on prospects and performs teleconsulting.
• Actively sells financial products and services including referrals as appropriate. Interviews, processes applications, and closes for all consumer credit products. Provides high level of quality service to customers. Processes a wide range of financial transactions to include but not limited to: cashing checks, accepting deposits, paying withdrawals, accepting payments, issuing cashier’s checks and selling traveler’s checks, etc. Balances individual cash. Opens and closes the vault. Performs duties as needed of Automated Teller Machine (ATM), Vault, Cash recycler and armored car transactions. Trains new employees on operational procedures.
• Identifies and secures new high and/or potentially high value consumer clients. Is responsible for managing calling efforts, referrals, sales tracking and prospecting to achieve personal sales goals and contribute to the overall team goals. Trains new employees on sales procedures. Maintains close contact with customers and prospects, makes appreciation calls and is actively involved in the promotion and marketing of the Bank and its products and services.
• Is responsible for keeping informed of current bank policies, procedures, federal laws and regulations as well as maintains strong knowledge of all new products, programs and sales promotions.
• Performs other duties as assigned.
  
  
  

Qualifications

• High School Diploma or G.E.D, or equivalent related work experience.
• 2+ years of experience in consumer sales, marketing and customer service. Demonstrated success in retail environment. 1+ years of teller experience. Demonstrates ability and desire to advance skills in various areas of personal finance including investments, insurance, mortgage, etc.
• Working knowledge and skills proficiency in Customer Experience, Laws & Regulations, Technology Literacy, Communication, Accuracy & Efficiency, and Relationship Building. Demonstrated knowledge and skill proficiency in Product/Service Knowledge, Agility, Risk Management, Problem Solving, Consultative Solutions, and Results Driven.
• Must be able to work evenings, weekends and holidays as assigned. Must be required to stand for extensive periods of time. Must be able to provide own transportation and ability to commute and arrive at intended destination in a timely manner and/or as required. Must be able to push/lift 30 lbs.
• Relief staff must be able to work at different locations.
  
  
  

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit https://www.boh.com/careers.