Universal Representative – Customer Service Center

Handle incoming email/ telephone calls from internal/external customers according to established Central Support Services standards in a professional manner.

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.

Universal Representative I and II:

Support the department’s daily activities.

Answer incoming telephone calls in accordance with established Central Support Services standards.

Independently resolve problems/issues/concerns, and contact appropriate personnel/departments as required.

Ensure that service levels standards are being met and take appropriate action as needed to maintain service levels.

Fulfill customers’ advanced special requests by utilizing various support systems/tool or refer to appropriate personnel/departments.

Process updates to deposit and loan accounts.

Navigate through multiple systems to input and retrieve information to assist branches and department various electronic banking needs.

Verify that appropriate records updates were made to resolve customer’s concerns.

Researches and makes recommendations to update operational manuals, policies and procedures.

Correspondence Respond to incoming voice mails and e-mails by making independent decisions and taking appropriate actions. Document and/ or escalate issues to ensure internal customers’ concerns are addressed promptly and appropriately. Prepare written correspondence as necessary.