Job Description

At the direction of the Manager, the Virtual Relationship Banker delivers exceptional customer experiences through virtual channels (phone, chat and video) by servicing complex needs, recommending and selling financial services to meet customer needs and by educating customers on how to use digital and mobile alternatives to complete their banking transactions quickly and efficiently. Virtual Relationship bankers may be skilled in a specific customer segment in order to deliver more relevant and personalized experiences, or skilled to support specific virtual appointment specialties (which includes higher risk and more complex for senior staff).

• Provides quality sales and service support through a deep knowledge of how Bank of Hawaii products and/or services, can best meet customer needs. Actively sells financial products and services, making referrals as appropriate. Processes a wide range of financial transactions. Identifies possible risks and makes decisions based on findings with minimal supervision, following established procedures. Communicates to management any complex and unique situations that need immediate attention.
• Focuses on customer satisfaction/relationship building: Communicates with customers in caring, empathetic and professional manner. Actively listens to understand a customer’s circumstances, problems, expectations and concerns for the purpose of fully resolving customer needs, recommending the best solutions, and building trust. Effectively communicates information to customer using language that is clear and understandable. Able to provide specialized servicing to high value segments through deep knowledge of customer needs. Reviews customer profile and may identify customer financial needs, informs and recommends appropriate financial services. Educates and assists customers in utilizing alternate banking channels, such as ATMs, Bankoh by Phone, and e-Bankoh Online & Mobile Banking.
• Supports customers who may initiate initial contact in branch or digital. This includes follow up activities on behalf of branch, hosting virtual appointments, researching complex issues or following up with customers who initiated an activity online. May conduct outbound contact activities to complete applications or support onboarding activities.
• Assists with overrides and approvals of any unusual transactions and questions as needed. Assists other Virtual Relationship Bankers or Service Representatives with more complex servicing or sales requests. Provides guidance and training to new employees to ensure servicing and transaction efficiency levels meet goals and objectives. May assist manager with the supervision of Virtual Service Representatives including staffing and scheduling, and providing input regarding performance evaluations, training and development.
• May coach virtual relationship bankers or service representatives.
• Assists in gathering, preparing and/or monitoring timing/quality of reports. Mitigates risks by adhering to bank guidelines/regulations. Responsible for maintaining high level knowledge of bank policies, procedures, federal laws and regulations as well as that of all new products, programs and sales promotions. Helps educate others regarding knowledge and interpretation of policies and procedures, applicable laws and regulations and with new products, programs and sales promotions.
• Performs all other miscellaneous responsibilities and duties as assigned.

• Registration with the Nationwide Mortgage Licensing System & Registry. If not yet registered, registration to be completed and accepted no later than 30 days from employment or transfer date. If not registered and accepted, employment may be terminated.
• High school diploma or equivalent.
• Minimum 5 years of experience in consumer sales, marketing and/or customer service or equivalent work experience. Banking and financial services industries preferred. Experience should include demonstrated success in virtual service or retail banking environment and candidates should demonstrate ability and desire to advance skills in various areas of personal finance including investments, insurance, mortgage, small business products and services, etc.
• Demonstrated proficiency and expertise with personal computers and Microsoft applications (Outlook, Word, Excel and PowerPoint) or similar software. Knowledge of or ability to use Bank software and systems. Experience using computer based applications/web-based tools.

• Demonstrated verbal communication and interpersonal skills. Must demonstrate critical thinking, be analytical, detail-oriented and organized. Ability to multi-task and pay attention to detail. Able to wear a headset while listening and speaking with customers through chat, phone or video channels. 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 24x7 environment and ability to work the shift assigned. Due to the unique nature of the businesses 24x7 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.