Customer Engagement Associate

2 weeks ago

Lahaina, Hawaii, United States Bank of Hawaii Full time
Job Overview

Under the guidance of the Branch Manager, the role focuses on providing outstanding customer interactions by connecting with clients through superior service while ensuring they are informed about digital and mobile banking options that facilitate swift and efficient transactions. The position involves introducing and promoting financial products tailored to meet both immediate and future client needs, as determined through profiling and a comprehensive understanding of available services. Responsibilities include processing various financial transactions, managing personal cash balances, and assisting with vault, ATM cash recycler, and armored car operations. The role also entails supporting the business unit's adherence to relevant laws, regulations, and internal policies, including those related to Fair Banking, Anti-Money Laundering, the Bank Secrecy Act, and the USA PATRIOT Act.

Key Responsibilities

  1. Oversees the overall client experience within the branch. Actively engages with both existing and potential clients to showcase advancements in modern banking through technology demonstrations, addressing inquiries, and managing objections. Ensures a welcoming environment by greeting customers, checking in clients with appointments, and guiding walk-in customers to the appropriate banker for assistance. This includes providing exceptional service, managing branch activity flow, assessing client needs, resolving complaints, and escalating unresolved issues as necessary.
  2. Maintains and promotes financial services to clients by addressing their long-term and short-term objectives through effective profiling. Identifies client needs, possesses extensive knowledge of products and services, cross-sells, opens new accounts, and conducts teleconsulting.
  3. Actively markets financial products and services, including making referrals as needed. Conducts interviews, processes applications, and closes transactions for all consumer credit products while ensuring a high level of service. Handles a variety of financial transactions, including cashing checks, accepting deposits, processing withdrawals, and issuing cashier's checks. Balances individual cash and manages vault operations. Trains new staff on operational protocols.
  4. Identifies and cultivates new high-value consumer clients. Responsible for managing outreach efforts, referrals, sales tracking, and prospecting to meet personal sales targets and contribute to team objectives. Maintains regular contact with customers and prospects, makes follow-up calls, and actively participates in the promotion and marketing of the bank's offerings.
  5. Stays informed about current bank policies, procedures, federal regulations, and maintains a strong understanding of new products, programs, and sales initiatives.
  6. Performs additional duties as assigned.
Qualifications

REGISTRATION REQUIREMENT: Registration with the Nationwide Mortgage Licensing System & Registry is required. If not yet registered, completion and acceptance must occur within 30 days of employment or transfer. Failure to register may result in termination of employment.

1. Education: High School Diploma or G.E.D., or equivalent relevant work experience.
2. Experience: Minimum of 2 years in consumer sales, marketing, and customer service. Level of position will depend on experience and complexity of previous roles.
  • Proven success in a retail environment.
  • 2+ years of teller experience.
  • Demonstrated ability and desire to enhance skills in various personal finance areas, including investments, insurance, and mortgages.
3. Job Skills:
  • Proficient knowledge and skills in Customer Experience, Compliance, Technology Literacy, Communication, Accuracy, and Relationship Building.
  • Demonstrated expertise in Product Knowledge, Agility, Risk Management, Problem Solving, Consultative Solutions, and Results Orientation.
4. Other Job Qualifications: Must be available to work evenings, weekends, and holidays as required. Ability to stand for extended periods is necessary. Must have reliable transportation and the ability to commute promptly. Must be capable of lifting/pushing 30 lbs.

At Bank of Hawaii, we prioritize delivering exceptional customer experiences. We strive to listen, understand, and fulfill our customers' needs to help them achieve a better financial future.

We are an EEO/AA employer, including individuals with disabilities and veterans.

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