Online Banking: Accounts & Services Specialist

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

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.