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Senior Customer Service Representative III

Honolulu, HI

Order: 1629532
DirectHire

Job Title: Senior Customer Service Representative III

Industry: Banking

Duration: Direct Hire

Hours: Monday – Friday, 8:00AM – 5:00PM

Location: Honolulu, HI

Pay Rate: $15.48 – $29.04/hour

 

This Bank offers consumer and commercial banking, mortgage lending and loans for residential construction, commercial real estate financing, and insurance products and services on the West Coast and Hawaii.

 

Position Summary:

The Senior Customer Care Representative serves as a primary contact for customers calling or emailing the bank Retail Call Center. The Senior CSR III will provide exceptional service and efficient expertise regarding consumer and business products including Online Banking tools. In addition, the Senior CSR III will handle escalated and complex calls and may be asked to assist training new team members.

 

Description:

  • Provide exceptional service by being professional, efficient, and projecting a positive attitude. Take personal ownership of a call from start through resolution.

  • Manage complex, difficult situations to a satisfactory, memorable solution. Works to favorably resolve escalated calls referred from Customer Care Representatives I or II.

  • Maintain effective communications and positive working relationships with customers, managers, and co-workers.

  • Contribute positively to call center goals by meeting/exceeding the department’s call standards.

  • Assist customers with retail bank product information. Cross-sell bank products and services ensuring recommended products meet the needs of the customer. Make referrals to other business units. Meet/exceed referral goals.

  • Provide instruction and support to customers for Personal and Business Online Banking tools.

  • Understand and maintain a thorough knowledge of bank products, policies and procedures and a general understanding of federal and state regulations which govern institutions.

  • Work with and protect highly confidential information, maintain accurate records and complete tasks according to timelines. Process teller functions using system tools (no cash handling).

  • Work independently and make independent decisions within bank policy and procedures.

  • May be asked to train and mentor new Customer Care Representatives.

  • May serve as a back-up to the Customer Care Manager.

  • Assist with special projects and complete other duties as assigned.

 

 

Requirements:

  • Five years bank teller and/or banking customer service experience required. Minimum four years’ experience in a banking call center environment preferred.

  • Excellent customer service and communication skills, both verbal and written. Demonstrated product sales/referral success.

  • Unquestionable integrity and demonstrated ability to maintain confidentiality in handling sensitive and private information.

  • Five years’ experience with PCs with a strong computer aptitude. Ability to operate basic office equipment (fax, copier, etc.).

  • High school diploma (or equivalent) required.

  • Demonstrated desire and ability to work as part of a team and with people of diverse backgrounds. Ability to work cooperatively with and maintain effective communication and working relationships with co-workers and managers.

  • Ability to make decisions, research and solve problems, work independently, and manage multiple priorities.

  • Excellent organizational skills, attention to detail, ability to meet deadlines, and work under pressure.

  • Ability to accept and facilitate change, caused by customer demand, company needs or regulatory requirements.

  • Flexibility in work schedule and regular and punctual attendance required. This position may require overtime as determined by management.

 

This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.

 

ID# 1629532

 

All offers are contingent upon the successful completion of background and reference checks. In addition, the following health screens are required:

  • Must show proof of being fully vaccinated against COVID-19 unless a reasonable accommodation is approved. If partially vaccinated, or approved for a vaccine exemption, employees must comply by submitting weekly negative test results from an approved COVID-19 test (PCR or NAAT).

 

 

Interested Applicants: Please visit us online at www.staffingsolutionsofhawaii.com to view additional positions. Applications will only be reviewed for applicants currently living in the state of Hawaii and who are available for an interview with Staffing Solutions. #SSOH

 

Why work with Staffing Solutions of Hawaii:

  • We are a local, award winning, and growing privately owned agency in business for 25 years

  • Employees enjoy competitive pay, stimulating careers, and excellent growth opportunities!

  • We have over 120 job positions including full-time, part-time, and internship opportunities inclusive with medical benefits options

  • We partner with 100+ organizations in Hawaii, such as Kaiser Permanente, Bank of Hawaii, Hawaiian Airlines, Hilton Grand Vacations, KHON 2 News and many more!

 

We are proud to be an Equal Employment Opportunity and Affirmative Action employer, including females, minorities, protected Veterans and those with disability.