Bank of Hawaii · 1 week ago
Customer Care Specialist (Kapolei Call Center)
949 Kamokila Blvd, Kapolei, HI, 96707, US
Full-time
Onsite
Entry Level
$17.34/hr - $21.89/hr
1+ years expBank of Hawaii is dedicated to delivering exceptional customer experiences, and they are seeking a Customer Care Specialist to assist customers with inquiries and problem resolution. This role involves educating customers about various banking products and services while maintaining a professional demeanor and ensuring compliance with applicable regulations.
BankingFinanceFinancial ServicesWealth Management
Responsibilities
Provides quality service by interacting with customers to provide accurate information in response to routine inquiries about products or services and account information. Identifies customers’ needs through meaningful interactions
Actively listens to understand a customer’s circumstances, problems, expectations and concerns for the purpose of efficiently resolving customer inquiries or issues
Resolves routine and non-routine incoming customer requests, properly escalating more complex inquiries or requests to the appropriate internal phone queue/skillset, employee, or business unit for processing when needed
Shares information with customers regarding their accounts, maintaining a professional demeanor in all situations
Processes a wide range of customer requests to update account and personal information, including but not limited to stop payments, disputes, changes to account details, process account to account funds transfers, and update contact information. Responds to inquiries and processes requests received from other Bank of Hawaii departments
Maintains up-to-date information and working knowledge of desktop procedures, as well as all Bank products, services, promotions, and information about the organization
Analyzes customer profile and activity to make appropriate referrals for new products and services. Educates and assists customers in utilizing alternate banking channels, such as ATMs, Bankoh by Phone, and e-Bankoh Online & Mobile Banking
Performs all other miscellaneous responsibilities and duties as assigned
Qualification
Required
High school diploma or equivalent work-related experience
Minimum 1-2 years of previous work experience in a customer service or support role required
Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel and PowerPoint) or similar software
Knowledge of or ability to use Bank software and systems, as well as other office equipment
Must successfully complete all required Call Center training and certification upon 2-3 months of hire
Strong verbal communication and demonstrated written communication skills
Ability to use judgement and discretion regarding customer transactions and confidential information
Ability to multi-task and pay attention to detail
Consistently meets monthly target of average number of interactions per hour, AHT (Average Handle Time), and QM (Quality Monitoring) scores upon 3-6 months of hire
Able to wear a headset while listening and speaking with customers
Able to sit for long periods of time looking at a computer monitor while using the mouse, keyboard and other computer equipment
Position requires flexible work hours in a 24x7 environment and ability to work the shift assigned
Due to the unique nature of the businesses 24x7 environment, specific policies regarding attendance and working conditions must be followed to ensure continuous customer support
Ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act
Preferred
Previous experience working in a Call Center environment
Banking or Financial Services experience
Company
Bank of Hawaii
Bank of Hawaii Corporation is a bank holding company that provides a wide range of banking services.
1001-5000 employees
H1B Sponsorship
Bank of Hawaii has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (1)
2021 (1)
2020 (5)
Funding
Current Stage
Public CompanyTotal Funding
$162M2024-06-18Post Ipo Equity· $162M
1978-01-13IPO
Leadership Team
James C. Polk
Vice Chair and Chief Banking Officer
Matt Emerson
Vice Chair - Chief Retail Banking Officer
Recent News
2025-11-11
MarketScreener
2025-10-27
Company data provided by crunchbase