Job Description
Position Function:
Supports the Direct Banking Center by delivering proactive, relationship-focused service to customers, with a strong emphasis on onboarding, account activation, and deepening customer relationships. Acts as a key touchpoint for customers entering the bank through lending products (mortgage, HELOC, consumer loan), ensuring a seamless transition into a primary banking relationship. Assists with the day-to-day tasks of the bank’s digital online chat service, emails and outbound calling. Partners with the Direct Banking Manager to transform traditional reactive service interactions into meaningful engagement opportunities that drive deposit growth, digital adoption, and long-term customer loyalty.
Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.
Primary Accountabilities:
Relationship Development & Customer Onboarding
Direct Banker I-II:
- Assist new and existing customers to ensure successful onboarding and account activation
- Educate customers on available products, promotions, services and digital tools to deepen their relationship
- Identifies opportunities to expand customer relationships through deposit products and services
- Collaborate with lending teams/other lines of businesses to ensure a cohesive and personalized customer experience
Direct Banker II-II:
- Conduct preliminary financial needs assessments through phone and digital interactions.
- Recommend banking, lending, and digital solutions aligned with customer goals.
Customer Engagement & Service Delivery
Direct Banker I-II:
- Deliver high-quality, relationship-focused service across digital channels including online chat, email and outbound calls.
- Meets or exceeds all service metrics to ensure the best customer experience
- Shift customer interactions from reactive service to proactive engagement opportunities
- Resolves customer inquiries efficiently while identifying opportunities to add value
- Remains compliant and manages risk with every interaction
Minimum Qualifications:
Education:
Direct Banker I-II:
- High School Diploma or GED equivalency required.
- Bachelor’s Degree from an accredited 4-year university in a related field preferred.
Experience:
Direct Banker I:
- 2+ years of experience in demonstrated success in sales and customer service required.
- 1+ years of Branch operations experience or successful completion of new account certification within 6 months of hire required.
Direct Banker II:
- 3+ years of experience in demonstrated success in sales and customer service required.
- 2+ years of Branch operations experience or successful completion of new account certification within 6 months of hire required.
- Retail financial products sales experience preferred.
License/Certification:
Direct Banker II:
- Registration with the Nationwide Mortgage Licensing System & Registry (NMLS) is required prior to performing any duties of a Mortgage Loan Originator (MLO), if applicable required within 1 year of hire.
- Notary preferred.
Physical Requirements & Working Conditions:
- Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
- Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
- Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
- Must be able to read and understand bank-related documents.
- Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.