14 hours
2018-08-192018-09-18

Senior Channel Projects Coordinator (Kapolei Call Center)

Bank of Hawaii
Oahu, HI
  • Job Code
    156906

Senior Channel Projects Coordinator (Kapolei Call Center)-1800580
Description

Does this sound like you?
Want to make a difference in people’s day? Are you a customer service champion? Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver? Are you a self-starter, comfortable with ambiguity, and a forward thinker? If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii. Here you can be at the forefront of whatever you do. Welcome to your tomorrow!

A day in your life as a Senior Channel Projects Coordinator
Under the direction of the Manager, this position manages and assists on projects that impact the Client Service Division, which includes the Bankoh Call Center, the Channel Management Group and Funds Transfer. Responsible for creating business cases, Requests for Proposals, Requests for Information and system cost comparisons for specific departments within the Client Service Division. This includes overall project management of project documentation, specification and budget development. Recommends systems that will improve operational efficiency and/or leverage overall bank performance. If applicable or appropriate, assists in business unit’s 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. In addition, this position is responsible for demonstrating the Excellence in Sales/Service (ESS) philosophy by participating in and practicing ESS disciplines and behaviors.

We’ll give you these important responsibilities…
• Increases the overall operational efficiency of each department within the Client Service Division through process improvements, by leveraging existing technology components and upgrading the technology units to industry standards.
• Performs as a Project Manager and/or Subject Matter Expert on all technical and customer-related projects impacting internal and external customers. Manages and coordinates the process of improving operational efficiency through the deployment of existing and/or new technology.
• Acts as a back-up to the Supervisors as needed. Assists as needed handling customer escalations and taking calls to minimize customer wait times. Maintains extensive knowledge of Bank policies, procedures, federal laws and regulations, as well as a strong knowledge of all products, delivery channels, programs and sales promotions. Provides product, delivery channel, process and procedure support and training to obtain service targets. As needed to minimize customer wait times, assists with handling customer service inquiries and escalations. Utilizes various Bank systems to answer customer requests or inquiries regarding account-related transactions, Bank of Hawaii products, and/or services. Proficiently completes customer maintenance requests: Assists customers in filing account/card disputes, escalating account claims, completing/submitting customer account maintenance requests. Completes changes to accounts according to established procedures. May be required to work in one or multiple queues/skill sets over various customer contact channels.
• Optimizes the effectiveness of department systems by monitoring and evaluating system components. Provides key support to the division, as they are impacted by corporate system enhancements and/ or changes. Creates key reports to measure the department performance.
• Participates in the development of key strategic goals for the department. Provides research and development for department’s overall budget process

Qualifications
…if you come to us with these qualifications…
  • Bachelor’s Degree from accredited institution or equivalent work experience
  • Minimum five years – seven of experience in banking/sales/customer service, project administration or equivalent work experience
  • Requires minimum three years of process improvement, project management or related work responsibilities
  • Financial services or similar call center experience preferred
  • 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
  • Three to five years of experience with relevant Bank applications and/or familiar with systems interfaced with bank applications strongly preferred
  • Ability to identify and define problems; research and analyze information and various situations
  • Must be able to handle multiple projects with varying timelines and competing deadlines
  • Excellent verbal and written communications skills
  • Ability to discuss and offer alternatives or solutions with any level of staff
  • Must be able to effectively evaluate complex information and make appropriate decisions
  • Strong problem-solving skills with the ability to multitask and function in a fast paced environment
  • Must be able to prioritize and meet deadlines and adapt to changing systems and environments
  • This position requires flexible work hours in a 24x7 environment
  • When handling customer calls must be able to wear a headset while listening and speaking with customers and sitting, possibly for long periods of time while looking at a computer monitor and using a mouse, keyboard and other computer equipment
  • Able to work flexible hours including holidays, weekends and evenings as needed or assigned
 
Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge customer service.  Now, we’re embracing change with our new 21st century banking.
 
It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on customer service, time management and teamwork.  People who are customer-focused, articulate, and who can quickly navigate through multiple computer screens can learn and grow with us in our Call Center environment.
 
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.
 
Job Function Banking Sales/Services
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Jul 20, 2018, 4:10:16 PM
Unposting Date Ongoing

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Senior Channel Projects Coordinator (Kapolei Call Center)

Bank of Hawaii
Oahu, HI

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