Client Relationship Specialist

2 weeks ago

Kailua, Hawaii, United States Bank of Hawaii Full time

Job Overview


Under the guidance of the Manager, the role focuses on delivering outstanding customer interactions by engaging clients with top-tier service while ensuring they are informed about digital and mobile banking solutions 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 comprehensive profiling and product knowledge.

Handles various financial transactions for clients, manages personal cash balance, and assists with vault, ATM cash recycler, and armored car responsibilities.

Supports the business unit's adherence to relevant laws, regulations, and internal policies, including but not limited to Fair Banking, Anti-Money Laundering laws, the Bank Secrecy Act, and the USA PATRIOT Act.


Key Responsibilities

  • Oversees the overall client experience at the branch. Proactively engages both existing and potential clients to familiarize them with modern banking technologies, demonstrating transactions and addressing any concerns. Actively manages the branch environment by welcoming customers, checking in clients with appointments, and guiding walk-in customers to the appropriate banker for assistance.

This includes, but is not limited to:

delivering exceptional service, managing the flow of activities within the branch, assessing and addressing client needs, resolving customer complaints, and escalating unresolved issues to the relevant branch or department.


  • Maintains and promotes financial services to clients by addressing both short-term and long-term objectives through profiling. Identifies client needs, possesses extensive knowledge of products and services, cross-sells, opens new accounts, and conducts teleconsulting.
  • Actively markets financial products and services, including appropriate referrals. Conducts interviews, processes applications, and finalizes all consumer credit products while providing a high level of service.
Handles a variety of financial transactions including, but not limited to:
cashing checks, accepting deposits, processing withdrawals, accepting payments, issuing cashier's checks, and selling traveler's checks. Balances personal cash, opens and closes the vault, and performs duties related to Automated Teller Machines (ATM), vault, cash recycler, and armored car transactions. Trains new staff on operational protocols.

  • Identifies and secures new high-value consumer clients. Responsible for managing outreach efforts, referrals, sales tracking, and prospecting to achieve personal sales targets and contribute to team objectives. Trains new employees on sales methodologies. Maintains close relationships with customers and prospects, makes appreciation calls, and actively participates in the promotion and marketing of the Bank and its offerings.
  • Stays informed about current bank policies, procedures, federal laws, and regulations while maintaining a strong understanding of new products, programs, and sales initiatives.
  • Performs additional duties as assigned.

Qualifications



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

Minimum Qualifications:

Education:
High School Diploma or G.E.D, or equivalent relevant work experience.
Experience: 2+ years in consumer sales, marketing, and customer service.
Level is determined by years of experience and the complexity of previous roles.

Proven success in a retail environment.
2+ years of teller experience.
Demonstrates the ability and desire to enhance skills in various areas of personal finance including investments, insurance, and mortgages.

Job Skills:

Proficient knowledge and skills in Customer Experience, Laws & Regulations, Technology Literacy, Communication, Accuracy & Efficiency, and Relationship Building.

Demonstrated proficiency in Product/Service Knowledge, Agility, Risk Management, Problem Solving, Consultative Solutions, and Results Orientation.

Other Job Qualifications:
Must be available to work evenings, weekends, and holidays as needed. Must be able to stand for extended periods.

Must have reliable transportation and the ability to commute and arrive at the designated location in a timely manner.

Must be capable of lifting/pushing 30 lbs.

As a Bank of Hawaii employee, you play a crucial role in ensuring compliance with applicable laws, regulations, and internal policies, including but not limited to those related to Fair Banking, Anti-Money Laundering laws, the Bank Secrecy Act, and the USA PATRIOT Act.


Delivering exceptional customer experiences is fundamental to our mission at Bank of Hawaii. We strive to listen, understand, and fulfill our customers' needs to help them build a better future.

We are an EEO/AA employer, including individuals with disabilities and veterans. For Bank of Hawaii's complete EEO statement, please visit.

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