Under the direction of the Department Manager, this position [also referred as
Marketing & Communications Administrator at Bank of Hawaii]
performs the general functions of measuring, tracking, analyzing, interpreting, and reporting enterprise-wide customer feedback and service related performance, improvements and information.
If applicable or appropriate, 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 Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.
This position is responsible for demonstrating the Excellence in Sales/Service (ESS) philosophy by participating in and practicing ESS disciplines and behaviors.
In addition, this position is responsible for contributing to the Bank’s Vision by actively participating in and practicing the disciplines and behaviors of its Core Values.
Enterprise-wide customer feedback management & reporting: Manages the Enterprise-wide customer feedback repository and reporting.
Works with internal systems personnel and vendors to maintain and update the database.
Collects data, analyzes trends, designs query & reports, and documents findings.
Monitors and verifies the accuracy and integrity of data.
Interprets and presents results/findings in simple, easy-to-understand format/graphs.
Provides both qualitative and quantitative reports, trend alerts, and insights to Executive Management, Compliance, and other Business Units across the company.
Summarizing significant issues, identifying customer impact, finding improvement opportunities, risks, strengths and weaknesses; and recognizing best practices and compliments.
Service Performance Measurement:
Assists manager in developing, measuring and reporting corporate-wide service initiative results.
Analyzes service level data/reports for continual improvements.
Developing key performance indicators, service related dashboard or reports.
Measures effectiveness of service initiative and training programs and makes recommendation.
Database and Websites Management:
Develops and manages both Client Experience and Client Relations websites and department program tracking and/or databases.
Data management and database maintenance; site content design, development and updates.
Manages vendors and/or partners with internal system support team to evaluate site effectiveness and implement changes/enhancements.
Analyzes data to look for service efficiency and product/process improvement opportunities to better overall customer experience.
Consults with manager and share findings and recommendations with partners with business units corporate-wide.
College Degree or equivalent.
Financial Services experience/knowledge is preferred but is not required.
usiness/banking experience with 1 to 2 years of related work experience.
Proven ability to administer, manage and analyze data and trends to identify risks, strengths, weaknesses, issues and opportunities.
Proven experience with providing applicable reports and recommendations.
Demonstrated advanced computer skills such as website design, database management/design.
Proficiency in using Microsoft Office software, including Word, Access, PowerPoint and Excel.
Must have experience working with graphs, data collection, manipulation, analysis, and reporting.
Experience with other graphics applications, image management software, or SharePoint is desired, but not required. Ability to manage multiple, complex data files, interpret results, and present results in a concise and easy-to-understand format.
OTHER JOB QUALIFICATIONS
Demonstrated strong verbal and written communications skills.
Possesses good organization, time management and project management skills.
Performs duties independently with minimal training and supervision; possess critical thinking, analytical skills and problem-solving skills to perform routine and non-routine situations.
Able to work flexible hours including weekends and evenings as needed.
Bank of Hawaii - 19 months ago
Bank of Hawaii knows there's no place like home. The corporation is the holding company for Bank of Hawaii (familiarly known as...