Job Description

As an Individual Contributor, this role plays a critical part in delivering exceptional service during moments that matter most. The position resolves high-impact issues for valued clients, collaborates across teams, and embodies a culture of care, urgency, and accountability.

• Client Experience Execution: Delivers a fast, logical, and human-centered escalation experience. Ensures clients feel heard, supported, and informed throughout the resolution process. Responds with empathy and urgency, especially during high-stakes situations.
• Proactive Problem Solving: Identifies emerging “moments that matter” and contributes to the continuous improvement of escalation workflows. Provides feedback to enhance tools, dashboards, and automation that support scalable service excellence.
• Cross-Functional Collaboration: Partners with product, operations, frontline, and technology teams to resolve complex issues. Supports alignment across departments to ensure seamless client resolutions. Participates in reviews to identify root causes and recommend improvements.
• Case Management & Accountability: Owns the end-to-end resolution of assigned escalations. Ensures all cases are logged, tracked, and resolved with transparency and thorough documentation. Maintains high standards of responsiveness and follow-through.
• Client Conversion Support: Supports the onboarding and conversion of clients into the new preferred banking experience. Conducts proactive outreach, tracks conversion progress, and resolves onboarding issues to ensure a smooth transition.
• Team Contribution: Participates in training, team meetings, and knowledge sharing. Contributes to a collaborative, inclusive, and high-performance team culture.
• Performs other responsibilities and duties as assigned.

• High school diploma or G.E.D.
• Minimum 4 years of experience in retail banking, customer service, or client support roles. Experience handling escalations or high-touch client interactions is preferred.
• Proficient with Microsoft Office applications.
• Advanced knowledge and skill proficiency in accuracy & efficiency, communication, cross-functional collaboration, customer experience, problem solving, product/service knowledge, results driven, technology literacy.
• Intermediate knowledge and skill proficiency in laws & regulations, leadership.
• Basic knowledge and skill proficiency in analytical thinking, conflict resolution.
• Strong interpersonal skills and a client-first mindset.
• Proven ability to manage multiple priorities in a fast-paced environment.

• Comfortable working cross-functionally and independently.

  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.