Call Center Representative
Aloha Hospitality Professionals Honolulu, HI
- Posted: over a month ago
About Aloha Hospitality Professionals
Aloha Hospitality Professionals (AHP) has been providing service in the State of Hawaii for years and is excellent in service. AHP leads with Aloha and a work environment that was voted as Hawaii's best in 2019. Over the years, AHP has continued to innovate while keeping service in our hearts.
Primary Purpose of Job
Responsible for providing outstanding customer service in various client contact centers. Makes banking easy and delivers high performance by providing immediate response to customers, bank employees, etc., addresses questions and/or issues that are encountered in the course of doing business with the bank. Serves as a professional representative of the bank through all client interactions, which may be via telephone, online, IVR, mobile banking, TDD, email and/or fax. Strives to deepen the customer relationship by identifying appropriate products/services and refers customers to other bank representatives, as appropriate.
- Intake customer inquiries within the client contact center, addressing client questions and/or issues in a professional and courteous manner. Researches situations, as necessary, to resolve concerns.
- Ensures that all information pertaining to client interactions is appropriately documented in client contact center systems in order to analyze patterns and trends in the overall client experience.
- Identifies opportunities to deepen the customer relationship by recommending bank products and/or services to meet the customer needs. Refers customers to other bank representatives, as appropriate.
- Performs role in compliance with all banking laws and regulations, including but not limited to the Bank Secrecy Act / Anti-Money Laundering (BSA/AML) and suspicious activity monitoring and reporting; immediately reports improper or suspicious activities to management.
High School or Equivalent
One (1) year of work experience in customer service (Call center or customer facing atmosphere.) preferably in the financial services industry.
Required Skills or Training
Demonstrated customer service skills that include proven ability to handle difficult customer interactions.
Strong communication skills must be demonstrated through oral and written means.
Proficient in the use of personal computers & word processing or spreadsheet applications.
Possesses basic mathematical skills and is proficient in the use of calculators.
Must be able to multi-task effectively between multiple systems to assist customers with their inquiries.