About Company
HawaiiUSA Federal Credit Union is one of Hawaii’s largest credit unions, deeply rooted in the community with over 85 years of dedicated service. We are committed to empowering the financial well-being of our members across the Hawaiian Islands by offering personalized financial solutions and building relationships based on trust. Our mission, ‘To enrich the lives of our members and communities,’ guides everything we do. We believe in the power of people helping people, and our commitment extends beyond traditional banking – it’s about making a positive impact. We pride ourselves on a culture that values integrity, innovation, and exceptional member service. Joining HawaiiUSA means becoming part of an ‘ohana (family) where your contributions are valued, and your growth is supported, offering a rewarding career with opportunities to learn and advance within a stable and respected financial institution.
Job Description
Are you a natural problem-solver with a passion for helping people? Do you thrive in a dynamic, supportive team environment, even when working remotely? HawaiiUSA Federal Credit Union is seeking a dedicated and empathetic Customer Support Officer to join our growing Remote Team. In this crucial role, you will be the first point of contact for our valued members, providing exceptional service and support from the comfort of your home. You’ll expertly handle inbound calls, respond to digital inquiries, and resolve a wide array of financial questions and concerns, ranging from account inquiries and transaction support to online banking assistance and product information.
This isn’t just about answering questions; it’s about building trust, de-escalating situations with grace, and ensuring every member feels heard, understood, and satisfied. You’ll play a vital part in upholding our commitment to unparalleled member service, contributing directly to our mission of empowering financial futures. We’re looking for someone who is not only tech-savvy and organized but also possesses a genuine desire to make a difference in people’s lives, all while working collaboratively with a dispersed team. This position offers the flexibility of remote work coupled with the stability and comprehensive benefits of a well-established financial institution. You will receive comprehensive training to equip you with the knowledge and tools needed to succeed in this role and grow your career with us. Embrace the opportunity to make a tangible difference in the lives of our members, all from a flexible work environment that champions both professional excellence and personal well-being.
Key Responsibilities
- Provide first-class customer service to members via phone, email, and chat, addressing inquiries and resolving issues efficiently and empathetically.
- Assist members with account management, transaction history, online banking, mobile app support, and general product and service information.
- Accurately document all member interactions and resolutions in our CRM system, ensuring data integrity and comprehensive record-keeping.
- Identify and escalate complex issues to appropriate departments when necessary, ensuring seamless member experience and timely resolution.
- Maintain a comprehensive understanding of HawaiiUSA Federal Credit Union's products, services, policies, and procedures to provide accurate information.
- Adhere strictly to all security protocols, compliance regulations, and internal policies to safeguard member information and maintain trust.
- Collaborate effectively with remote team members and other departments to ensure consistent service delivery and achieve team goals.
- Proactively identify opportunities to enhance member satisfaction and offer solutions that align with their financial needs and goals.
- Participate in ongoing training and professional development to stay current with industry best practices and credit union offerings.
Required Skills
- Excellent verbal and written communication skills with a clear, professional, and empathetic tone.
- Strong active listening skills and ability to quickly understand and assess member needs.
- Proven problem-solving abilities and a methodical approach to resolving customer issues.
- Proficiency in using computer systems, CRM software, and various communication platforms.
- Exceptional organizational skills and ability to manage multiple tasks simultaneously in a fast-paced environment.
- High level of patience, composure, and resilience, especially in challenging or high-stress situations.
- Reliable high-speed internet connection and a dedicated, quiet home workspace conducive to remote work.
- Ability to work independently with minimal supervision while also contributing effectively as part of a remote team.
Preferred Qualifications
- Minimum of 1 year of experience in a customer service or call center environment.
- Previous experience working in a remote customer support role.
- Familiarity with financial services products, terminology, and regulations.
- Proficiency with Microsoft Office Suite and Google Workspace applications.
- Experience with a CRM system like Salesforce, Zendesk, or similar platforms.
- Ability to communicate effectively in Hawaiian or Tagalog is a plus.
Perks & Benefits
- Competitive salary and comprehensive benefits package (medical, dental, vision).
- Paid time off (vacation, sick leave, federal holidays).
- 401(k) retirement plan with employer match to support your future.
- Opportunities for professional development and career growth within the credit union.
- Employee assistance program and comprehensive wellness initiatives.
- Discounted rates on various financial products and services for employees.
- Supportive and inclusive remote work culture that values every team member.
- Flexible work environment with a strong emphasis on work-life balance.
How to Apply
If you are a dedicated individual passionate about member service and eager to join a dynamic remote team, we encourage you to apply! Please click on the application link below to submit your resume and cover letter directly through our official career portal.