Customer Experience Representative I, II, or III
Job Description
Position Function:
Handles incoming email/ telephone calls (level III: including Electronic Banking products and services) from internal/external customers according to established Call Center standards in a professional manner, and taking follow-up action as necessary.
III:
Make independent decisions and take appropriate actions, as provided for by the Customer Experience Supervisors, to resolve customer problems and/or requests. Provide on-the-job training support to other team members.
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:
I:
- Provide customers with general information on CPB products/services and other general information.
- Branch/ATM location and hours:
- Rates and fees
- Deposit and loan accounts
- Convenience and monetary products/services
- Prepare update forms for deposit and loan accounts, such as address and phone number changes.
- Prepare requests for duplicate statements, stop payments, fee waiver, check orders, close accounts, etc.
- Cancel lost/stolen cards, reset Internet Banking passwords, activate cards, etc.
I-III:
- Answer incoming email/ telephone calls in accordance with established Call Center standards and assist customers with various banking needs (with increasing complexity commensurate with role progression) in a professional manner and follow through with appropriate action.
- Provide customers with account information, help them resolve problems/issues/concerns, and contact appropriate personnel/departments as required.
- Document and/or escalate issues to ensure customers’ concerns are addressed promptly and appropriately.
- Prepare written correspondence, as necessary.
- Cross-sell various bank products and services.
- Fulfill customers’ special requests by utilizing various support systems/tools or refer to appropriate personnel/departments.
II-III:
- Navigate through multiple systems to input and retrieve information to assist customers with various electronic banking needs, including Internet Banking, ATM/Debit cards, and Infoline.
- Provide technical assistance on electronic banking products and services.
- Research, identify, and resolve problems associated with electronic banking products and services.
- Follow through with appropriate action by telephone, e-mail, or written correspondence.
- Updates to deposit and loan accounts.
- Process duplicate statements, stop payments, fee waivers, check orders, close accounts, telephone transfers, etc.
- Cancel and reissue lost/stolen cards, reset Internet Banking passwords, activate cards, etc.
- Convert inquiries into account openings by referring customers to appropriate business units.
III:
- Obtain and examine all relevant information to assess complaints and determine possible causes.
- Work with appropriate vendors and departments to ensure resolution.
- Verify that appropriate records updates were made to resolve customers’ problems.
- Respond to incoming voice mails and e-mails by making independent decisions and taking appropriate actions as determined by the Assistant Manager.
Minimum Qualifications:
Education:
Customer Experience I, II, or III:
- High School Diploma or GED required.
Experience:
Customer Experience I:
- 6+ months of experience in Customer service/contact capacity required.
Customer Experience II:
- 1+ years of experience in Customer service/contact capacity required.
Customer Experience III:
- 2+ years of experience in Customer service/contact capacity required.
- 1+ years of Sales experience in financial industry required.
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.