Customer Care Specialist (Call Center) – Guam

• THIS POSITION, WHICH INCLUDES TRAINING, STARTS ON October 12, 2024, and will be held Monday-Friday 8am-5pm and lasts 2-3 months. After training requirements have been completed, schedule will be Monday-Sunday 7am-4pm.

Under the supervision of the Supervisor and/or Manager, delivers exceptional customer experiences and is responsible for assisting customers with inquiries, problem resolution, and processing requests. This job is also responsible for educating customers about the different product and service solutions, as well as alternate channels of banking. 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.

MINIMUM QUALIFICATIONS

1. Education: High school diploma or equivalent.

2. Experience: Minimum 1-3 years of previous work experience in a customer service or support role required to include a minimum 6 months or more experience in a Call Center environment required. 

3. Previous experience in Banking or Financial Services handling fraud claims or similarly complex issues in regulated industry or successfully complete Call Center and Card fraud training programs and attain Card Fraud Certification. 

4. Technical Skills: 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.

5. Other Job Qualifications: Must successfully complete all required Call Center training and certification. 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 meet monthly target of average number of interactions per hour, AHT (Average Handle Time), and QM (Quality Monitoring) scores. 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. Job requires flexible work hours in a 24×7 environment and ability to work the shift assigned. Due to the unique nature of the businesses 24×7 environment, specific policies regarding attendance and working conditions must be followed to ensure continuous customer support.

As a Bank of Hawaii employee, you 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. 

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow. We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii’s full EEO statement, please visit https://www.boh.com/careers.

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