Processing & Service Representative I/II/III/Senior

Under the direction of the Senior Processing and Servicing Specialist, Supervisor or Manager this position is accountable for the accurate and timely processing and servicing of loan requests received from various sources and business units while ensuring validation and compliance requirements are followed.  Responsibilities include:  data entry, quality control review, research, maintenance and updating information to the respective application system. (Level III) Coordinates the daily operations and
provides support for the junior representative's within the department and assists with disbursing the daily
work in the absence of the Supervisor. This position also assists with department projects and delivers
professional quality service to customers and teammates. Assists with reviewing and implementing new
and updated procedures to mitigate risk to the bank. (Senior) Coordinates, oversees operations and provides support for all positions within the department and in the absence of the Supervisor. Reviews and implements new and updated procedures to mitigate risk to the bank.

• Performs various back office tasks for most consumer loans, commercial loans, small business loans, dealer flooring lines etc. Tasks include, but are not limited to: booking, funding, payoff, maintenance, processing of advances and payments, charge-off processing and daily balancing. Handles customer issues/concerns and professionally responds to customer requests.  Handles large volumes of work quickly and accurately in a fast paced environment. (Level III) Requires knowledge and able to perform the various back office functional tasks for all types of consumer and small business loans. Requires independent critical thinking to ensure data integrity and service level quality standards and deadlines are met; operational policies and procedures are followed, controls are exercised and errors are corrected. Possesses the expertise and technical knowledge to service and perform various assigned functional tasks which are complex in nature to service consumer and small business loans, Requires independent critical thinking skills to making sound decisions. (Senior) Responsible for coordination of one or more of the department's daily operations as a leader, to ensure established goals and objectives are met. 
• Reviews, prepares, responds to, balances, processes and/or submits various accounting documents, reports and files to internal departments, government agencies and outside companies. Maintains tickler files for Collateral Insurance, LOC (Legal Ownership Certificate), Flood Insurance, etc. Ensures all documents, reports and files are accurately submitted, recorded and maintained in accordance with department, regulatory and Bank guidelines. (Level III) Performs quality control checks of workflow(s) throughout the department to ensure accuracy and acceptable performance levels. Prepares and reviews various daily and/or monthly reports as assigned. 
• Researches and responds to routine and non-routine customer inquiries and correspondence.  Assists in meeting department goals and objectives by completing assigned projects. (Level III) Assists with performing preliminary and final functional/performance testing for new or upgraded system/applications. Assists with implementing changes or new functions. (Senior) Responsible for leading processes and functions that require regulatory reporting and scrutiny. Assists unit in implementing strategic goals and process improvements recommended by management. Exercises signing authority as required within the unit.
• Performs all other miscellaneous responsibilities and duties as assigned. 

• Education: 
  • Level I & II: High school diploma or G.E.D.
  • Level III: High school diploma or G.E.D. 2 years of post-high school education is preferred.
  • Senior: Bachelor's degree from accredited institution or equivalent work experience.
• Experience: Level is dependent on years of experience and size/complexity of prior positions held.  
  • Level I: Minimum 2 years branch or other bank experience preferred, or at least 2 years of experience in a highly productive customer service environment or equivalent work experience.
  • Level II: Minimum 2 to 3 years of lending or bank experience preferred or 3 years in a highly productive back-office operations setting or equivalent work experience.
  • Level III: Minimum 3-4 years of prior branch or banking experience or 4 years of experience in a highly productive operations work environment preferably in loans or equivalent work experience.
  • Senior: Minimum 3 years in banking operations / financial services high-production operations work environment, preferably in loans, customer service, insurance, etc. or equivalent. Should have at least one year experience as lead/team leader/supervisor.
• Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. Knowledge of or ability to use Bank software and systems. 10-Key by touch is highly recommended.  (Level III) Must have the ability to consistently identify, recognize, and correct inefficiencies relating to workflow and departmental matters. Must have analytical, customer service and project/time management skills. (Senior) Working knowledge/understanding of the following computer programs and systems: FIS Mass Exchange and SSOT, Business Objects, Benthic, Shaw Spectrum and SharePoint strongly preferred. Working knowledge of database systems required.
• Possesses good written and verbal communication skills and have a customer service orientation.  Must be a self-starter and able to work with a sense of urgency to meet deadlines. Should be flexible, detail oriented and organized. Must possess and exercise critical thinking skills. Must have a good attendance record and be able to work flexible hours including holidays, weekends and evenings as needed or assigned.  Able to quickly adapt to changes in the electronic environment. Must be able to lift up to 25 pounds and push a mail cart weighing up to 25 pounds.

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.