Customer Support Representative Jobs in Honolulu, HI

Position Function:

We’re looking for a Branch Operations & Service Support Officer (BOSS) to help drive operational excellence across our branches. In this role, you’ll provide leadership, compliance oversight, and project management support while ensuring our branch operations align with CPB’s Customer Experience strategy and regulatory requirements.

You’ll work closely with Market Managers, Compliance, Security, and Training to keep branches ready, support staffing needs, and coach Assistant Managers and branch staff. You’ll also help streamline teller, sales, and service delivery processes, manage key projects, and support hiring and onboarding of quality team members.

This role is ideal for someone who is flexible, detail-oriented, and ready to make an impact by strengthening service delivery and safeguarding the bank against risk.

Key Responsibilities

• Branch Certifications & Compliance (30–40%)
  • Lead quarterly branch certifications and supplemental reviews for high-risk locations.
  • Assess internal controls, compliance readiness, and audit preparedness.
  • Partner with Compliance and Branch Banking BUCO to address training and process improvements.
  • Share findings with branch leadership and deliver targeted training where needed.
  • Track remediation progress and escalate unresolved issues to management.
• Division & Project Support (10–20%)
  • Serve as liaison across branches and business units for special projects and initiatives.
  • Lead or support technology upgrades, new product rollouts, and cash recycler deployments.
  • Support business continuity planning and project logistics.
  • Provide data and analysis to inform executive decisions.
• Branch & Division Communication (5–15%)
  • Act as the gatekeeper for branch communications to ensure clarity and consistency.
  • Collaborate with Corporate Communications, HR, and Compliance to deliver timely, accurate updates.
  • Streamline messaging channels to reduce fatigue and improve engagement.
• Policies & Procedures (5–10%)
  • Draft, review, and update branch policies and procedures.
  • Collaborate with SMEs and Compliance to ensure regulatory and operational alignment.
  • Communicate updates and changes effectively across the branch network.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Minimum Qualifications:

Education:

• H.S. Diploma or GED equivalency required.

Experience:

Officer I:

• 4+ years of experience in Branch operations or equivalent

Officer II:

• 5+ years of experience in Branch operations or equivalent
• Supervisory or project leadership experience required

Officer III:

• 6+ years of experience in Branch operations or equivalent
• Advanced policy/project experience required
• Lead teller/AM supervisory background preferred

SR Officer:

• 5+ years of experience in Branch operations or equivalent
• Advanced leadership in compliance, projects, or certifications; proven ability to mentor and develop junior officers

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

Salary Range:

Officer I:

• $47,017 - $61,122 annually

Officer II:

• $54,234 - $70,504 annually

Officer III:

• $63,723 - $87,619 annually

SR Officer:

• $72,491 - $99,675 annually

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.