Sr. Digital Experience & Sales Advisor

Responsibilities

• Provides quality sales and service support through a deep knowledge of how Bank of Hawaii products and/or services, can best meet customer needs. Actively sells financial products and services, making referrals as appropriate. Processes a wide range of financial transactions. Identifies possible risks and makes decisions based on findings with minimal supervision, following established procedures. Communicates to management any complex and unique situations that need immediate attention.
• Focuses on customer satisfaction/relationship building: Communicates with customers in caring, empathetic and professional manner. Actively listens to understand a customer’s circumstances, problems, expectations and concerns for the purpose of fully resolving customer needs, recommending the best solutions, and building trust. Effectively communicates information to customer using language that is clear and understandable. Able to provide specialized servicing to high value segments through deep knowledge of customer needs. Reviews customer profile and may identify customer financial needs, informs and recommends appropriate financial services. Educates and assists customers in utilizing alternate banking channels, such as ATMs, Bankoh by Phone, and e-Bankoh Online & Mobile Banking.
• Supports customers who may initiate initial contact in branch or digital. This includes follow up activities on behalf of branch, hosting virtual appointments, researching complex issues or following up with customers who initiated an activity online. May conduct outbound contact activities to complete applications or support onboarding activities.
• Assists with overrides and approvals of any unusual transactions and questions as needed. Assists other Virtual Relationship Bankers or Service Representatives with more complex servicing or sales requests. Provides guidance and training to new employees to ensure servicing and transaction efficiency levels meet goals and objectives. May assist manager with the supervision of Virtual Service Representatives including staffing and scheduling, and providing input regarding performance evaluations, training and development.
• May coach virtual relationship bankers or service representatives.
• Assists in gathering, preparing and/or monitoring timing/quality of reports. Mitigates risks by adhering to bank guidelines/regulations. Responsible for maintaining high level knowledge of bank policies, procedures, federal laws and regulations as well as that of all new products, programs and sales promotions. Helps educate others regarding knowledge and interpretation of policies and procedures, applicable laws and regulations and with new products, programs and sales promotions.