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Customer Experience Digital Specialist

2 months ago

Honolulu, United States Central Pacific Bank Full time
Position Function:Central Pacific Bank is seeking highly motivated digital specialist with strong written communication skills to create world class experiences for consumers. You are responsible for enhancing online account sales and increasing support efficiencies by handling multiple support sessions. It's your responsibility to provide expert product knowledge and excellent customer support through the online support channel. 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:

Customer Experience via Online Channel
  • Create memorable experiences while communicating effectively and professionally
  • Must be able to build relationships through friendly service and positive personality via chat
  • Must be attentive to details, have solid multi-tasking and problem-solving skills
  • Responsible for first chat resolution and customer satisfaction scores
  • Must be able to navigate through various systems while simultaneously handling multiple chat sessions
  • Must have strong computer/skills - minimum 50 WPM
  • Excellent written communication skills with near perfect grammar
Online Sales Channel
  • Be a trusted advisor and recognize sales opportunities
  • Provide expert product knowledge through online chat channel
  • Increase online account sales for consumer and small businesses
Customer Service Center
  • Answer incoming email/ telephone calls in accordance with established Call Center standards and assist customers with various general banking needs 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.
Minimum Qualifications:

Education: H.S. Diploma or equivalent

Experience:
  • 1+ years of online digital support function
  • 3+ years of customer service experience - preferably in banking
  • 1+ years of sales experience with a consumer product or service preferred
Knowledge, Skills & Abilities:
  • Must have previous experience demonstrating knowledge in digital support
  • Comfortable utilizing multiple systems and applications
  • Understanding account profiling and recognizing sales opportunities
  • Must have a flexible work schedule
Physical Demands:
  • Must be able to perform light physical work and transport items up to 20lbs and perform other light physical work.
  • Must be able to operate standard office equipment, including phone, personal computer, copier, etc.
  • Must be able to communicate and exchange clear and accurate information so that internal and external customers will understand. Must be able to actively engage in work related discussions and interactions.
  • Must be able to read and comprehend and business-related documents.
  • Must be able to work in a conventional work setting, involving being in a stationary position 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.