International Banking Account Rep (Japanese Speaking, PT 30)

About the Role

The Account Representative performs sales, servicing, and operational functions for the bank’s International Mass Market customers, including Non-Resident Aliens (NRA) clients. The role focuses on identifying and resolving customer banking needs to expand share of wallet through high-level engagement, deposit and loan growth, and cross-functional wealth management referrals. The ideal candidate can migrate customers to High-Value Client (HVC) level accounts ($250k+).

Duties align with the company’s core values of a “Voyaging Spirit” and “Positively Ohana,” emphasizing positive customer interactions, empowerment, ownership, and professional skills such as active listening, communication, and solution-oriented action.

Responsibilities

• Perform operational tasks, including account openings, handling consumer and business deposit/loan products, processing secured/unsecured loans, renewing CDs, issuing cashier’s checks, and preparing wire transactions and loan applications.
• Provide customer service via incoming email/telephone calls, adhering to Call Center standards and taking follow-up action as needed.
• Serve Japanese customers periodically as a branch universal banker and provide translation services bank-wide.
• Manage and assist with administrative duties for the group.
• Grow the Mass Market portfolio with safe, profitable opportunities from existing and new clients, transitioning customers to HVC accounts ($250K+).
• Ensure daily operational efficiency in compliance with regulations and CPB policies, resolving client issues independently.
• Interact with third-party vendors on behalf of clients.
• Align with bank initiatives and contribute to team goals through exceptional service and portfolio growth.
• Build community relationships and partnerships to drive new opportunities and customer acquisitions.
• Identify system efficiencies and support or recommend process improvements.

Requirements

• High School Diploma or GED equivalency required.
• Proficiency in Japanese language (reading, writing, and business communication).

Qualifications

• International Banking Account Representative I: 2+ years of customer service or related experience; banking experience preferred.
• International Banking Account Representative II: 3+ years of customer service or related experience; banking experience preferred.

Skills

• Active listening and effective oral/written communication.
• Action and solution-oriented with thoroughness in tasks.
• Proficiency in standard office equipment (phone, copier, computer, etc.).

Physical Requirements & Working Conditions

• Ability to perform light physical work, including lifting items up to 20 pounds (e.g., boxes, files).
• Capability to sit at a desk or workstation for extended periods in a conventional office setting.
• Must be able to communicate verbally and in writing with clarity and hear sufficiently for daily interactions.
• Ability to read and understand bank-related documents.
• Adaptability to different work environments as needed.