Customer Call Center Representative

Primary Purpose of Job
Responsible for providing outstanding customer service in the ASB client contact center. 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, mobile banking, email and/or fax. Strives to deepen the customer relationship by identifying appropriate products/services and refers customers to other bank representatives, as appropriate.

Major Job Accountabilities

• 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 ASB 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.

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.
• Handle a fast-paced environment.

EOE, including disability/veterans

At American Savings Bank, we welcome and support all individuals and celebrate the diversity of our team members, customers and community. We are committed to ensuring that our online application process is accessible and provides an equal employment opportunity to all job seekers. If you need assistance searching for a job or submitting an application, please contact us by calling 808-538-2000 and a member of our Recruitment team will follow up with you. Mahalo for your interest in American Savings Bank!