Sr. Consumer Experience & Solutions Advisor

Bank of Hawaii; Kapolei (HI); On-site; USD 70,000 - 90,000; Full time

Job summary

Bank of Hawaii is seeking an Individual Contributor to deliver expert-level support for Premier clients, handling complex experiences, tailoring solutions, and strengthening high-value relationships with independence.

The role focuses on resolving sensitive service issues, improving client retention, and partnering across teams to ensure elevated service outcomes; you will act as a trusted advisor and contribute to consistent delivery.

Qualifications

• High school diploma or G.E.D. required.
• 6+ years of experience in customer service or related banking roles.
• Proficient with Microsoft Office.
• Expert-level knowledge in professionalism, customer experience, product/service knowledge, bank acumen.

Responsibilities

• Premier Client Experience and Relationship Support: Senior-level support for Premier clients, strengthening relationships and ensuring personalized service.
• Complex Issue Resolution and Service Recovery: Manage complex, high-impact customer issues from review to resolution.
• Solution Development and Client Retention: Recommend product or service solutions to improve retention.
• Cross-Functional Coordination and Process Improvement: Coordinate with internal teams to resolve matters and improve workflows.
• Subject Matter Expertise and Advisor Support: Serve as a knowledge leader for advisors and promote high-quality service.
• Performs other responsibilities as assigned.

Skills

Customer service

Banking knowledge

Relationship management

Cross-functional collaboration

Problem solving

Communication

Attention to detail

Discretion with confidential info

Education

High school diploma or G.E.D.

Tools

Microsoft Office

Job description

Job Description

As an Individual Contributor, this role provides expert-level support for Premier clients by managing complex customer experience matters, identifying tailored solutions, and strengthening high-value client relationships. The role focuses on resolving sensitive or high-impact service issues, improving client retention, and supporting consistent delivery of an elevated customer experience. This role operates with a high degree of independence, judgment, and accountability while partnering across teams to address client needs and improve service outcomes.

Responsibilities

• Premier Client Experience and Relationship Support Serves as a senior resource for Premier client service needs by delivering thoughtful, personalized, and solution-oriented support. Anticipates client needs, identifies opportunities to strengthen relationships, and helps position the bank as a trusted financial partner.
• Complex Issue Resolution and Service Recovery Independently manages complex, sensitive, or high-impact customer experience matters from review through resolution. Applies advanced judgment, research, and problem-solving to resolve concerns while balancing client experience, operational requirements, and risk considerations.
• Solution Development and Client Retention Evaluates client needs, account activity, and service history to recommend appropriate product, service, or relationship solutions. Uses each interaction as an opportunity to reinforce trust, improve retention, and support long-term client engagement.
• Cross-Functional Coordination and Process Improvement Partners with internal teams, relationship managers, business partners, and customer experience stakeholders to resolve complex matters and identify service improvement opportunities. Provides insights and recommendations that may improve workflows, reduce recurring issues, and enhance the Premier client experience.
• Subject Matter Expertise and Advisor Support Serves as an expert-level resource for complex client scenarios, service expectations, procedures, and relationship-based solutioning. Provides guidance, support, and knowledge-sharing to other advisors while promoting consistent, high-quality service delivery.
• Performs other responsibilities and duties as assigned.

Qualifications

• Registration with the Nationwide Mortgage Licensing System & Registry. If not yet registered, registration to be completed and accepted no later than 30 days from employment or transfer date. If not registered and accepted, employment may be terminated.
• High school diploma or G.E.D.
• Minimum 6+ years of experience in customer service, banking, financial services, relationship management, client experience, contact center operations, or a related support role.
• Proficient with Microsoft Office applications.
• Advanced knowledge and skill proficiency in professionalism, customer experience, product/service knowledge, bank acumen, consultative solutions, results driven, problem solving, cross-functional collaboration, accuracy and efficiency, communication, and agility.
• Intermediate knowledge and skill proficiency in laws and regulations, technology literacy, and risk management.
• Strong knowledge of banking products and services, customer experience practices, Premier client expectations, account servicing processes, risk considerations, and applicable policies and procedures. Demonstrates excellent communication, sound judgment, professionalism, discretion with confidential information, attention to detail, and the ability to manage complex client matters independently. Must be able to collaborate effectively across teams, influence positive outcomes, and maintain composure and service quality in sensitive or high-impact situations.

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.