Primary Purpose of Job

Provides training, mentorship, and leadership to Branch Service Specialists to ensure an exceptional customer experience and the achievement of bank goals. This role is a subject matter expert in complex customer service requests and leads by example to turn service transaction opportunities into deeper customer relationships.  

Major Job Accountabilities

• Builds rapport with customers and uses the bank’s customer relationship management system to capture relationship insight. 
• Partners with branch leadership to identify the training needs and performance gaps of Branch Service Specialists and delivers the guidance and leadership needed to achieve branch goals. 
• Supports the efficient operations of the branch by participating in leadership activities including scheduling, monitoring workflows, driving change initiatives, and resolving complex customer service requests as needed. 
• Provides banking services to customers including deposit and withdrawal transactions, check cashing, loan payments, selling cashier’s checks, and processing overnight or mail deposits. 
• Explains and presents the value of bank products and services that meet customer needs. Provides personalized education to support customer adoption of recommended services such as ATM features, online banking and mobile banking services, and partner services. 
• Promotes ASB’s full suite of products and services in partnership with Business Banking, Home Loans, Investment Services, and other partners. 
• Monitors branch adherence to regulatory compliance and the Bank’s security procedures, as related to transaction activities. Provides oversight to customer fee/service charges and monitors fee reversals and waivers provided by Branch Service Specialists. Reports improper or suspicious activity to branch management.

Experience Required

Minimum two (2) years of experience in the following:

• Retail banking experience where adherence to bank operating policies and regulatory compliance is required.
• Training and coaching experience preferred. 

Required Skills or Training

• Customer focused, ability to address needs, de-escalate, and resolve problems quickly.
• Analytical thinking, critical thinking, and ability to find practical solutions.
• Team collaboration and ability to maintain professional relationships.
• Ability to demonstrate active listening and provide tailored solutions based on customer feedback.
• Demonstrated ability to set direction and motivate others. 
• Demonstrated ability to build internal and external relationships. 
• Excellent organizational skills and attention to detail.
• Demonstrated ability to work with a sense of urgency and adapt to business need.

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!