Client Relations Specialist

2 weeks ago

Honolulu, Hawaii, United States Central Pacific Bank Full time
Position Overview:
This role is responsible for managing incoming communications from both internal and external clients via email and telephone, adhering to established service standards in a courteous and professional manner while ensuring appropriate follow-up actions are taken. The individual will engage with customers in a way that reflects the organization's Core Values of Teamwork, Integrity, and Exceptional Service (TIES); and demonstrate Customer Experience Competencies such as Customer Interaction, Empowerment, and Ownership.

The successful candidate will embody the company's ethos of a "Voyaging Spirit" and a commitment to being "Positively Ohana". This role requires a strong focus on delivering positive customer interactions, showcasing skills in Active Listening, effective Oral and Written Communication, and a proactive approach to problem-solving.

Key Responsibilities:
  • Respond to incoming communications in line with established service protocols, assisting clients with a variety of banking inquiries in a professional manner.
  • Provide detailed account information, assist in resolving issues, and liaise with relevant departments as necessary.
  • Document and escalate concerns to ensure timely and appropriate resolution of client issues.
  • Offer general information regarding banking products and services, including branch locations, rates, and account types.
  • Assist clients with special requests by utilizing available resources or referring them to the appropriate personnel.
  • Prepare necessary documentation for account updates, including changes to personal information.
  • Process requests for duplicate statements, stop payments, and other account-related services.
  • Manage the cancellation of lost or stolen cards, reset online banking passwords, and activate new cards.
  • Facilitate account openings by directing clients to the relevant business units.
Minimum Qualifications:
  • Education:
    • High School diploma or equivalent.
  • Experience:
    • At least 1 year of experience in customer service.
Core Competencies:
  • Results Orientation - Perseverance
  • Results Orientation - Decisiveness
  • Communication & Influence - Approachability
  • Operational Skills - Time Management
  • Self-Management - Adaptability
Knowledge, Skills & Abilities:
  • Ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
Physical Requirements & Working Conditions:
  • Ability to perform light physical tasks and lift items up to 20 pounds.
  • Proficiency in using standard office equipment, including telephones, copiers, and computers.
  • Clear verbal and written communication skills are essential, along with the ability to engage in discussions effectively.
  • Ability to read and comprehend banking documents.
  • Capacity to work in a standard office environment, involving prolonged periods of sitting at a desk.
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.

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