12 hours

Dispute Processing Center Senior Analyst

Bank of Hawaii
Oahu, HI
  • Job Code

Dispute Processing Center Senior Analyst-1800145

Does this sound like you?
Are you ambitious?  Want to make a difference in people’s lives?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?   If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!

A day in your life as a Senior Analyst
Under the direction of the Manager, this position provides leadership and guidance to more junior Dispute Analysts to ensure that servicing functions of the Dispute Processing Center (DPC) are performed efficiently and effectively.  Works with management, staff and other groups to identify shortfalls, weaknesses and bottlenecks, as well as accomplishments and strengths.  Uses complete knowledge of DPC operations to develop comprehensive strategies and plans for measurable improvement.  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 Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

We’ll give you these important responsibilities…

  • Analyzes workflow and assignments in the department to discover methods of adjustment to maximize quality and efficiency of investigations and issues, research and request-handling. Acts as lead to direct the work of junior Analysts and model appropriate handling of work. Reviews, monitors and evaluates work for accuracy and efficiency. Provides feedback to improve performance. Identifies ways to anticipate when workflow and assignments must be adjusted. Helps identify improved methods to quickly anticipate and measure performance drops and identify Analysts in trouble, etc.
  • Works with staff regularly to evaluate handling of issues, research and request-handling. Develops training for Analysts and job aids to use to maintain high quality and efficient results. Discusses with Analysts when to discuss matters with other Analysts, when to approach Sr. Analyst with questions or escalate to Manager, and when personal discretion should be used. Helps develop and improve job aids to address identified critical areas, as well as checklists and other job aids to improve general work quality and efficiency, etc. Develops time effective ways to monitor work status of Analysts and ways to keep bad information and habits from being shared. May have regular group meetings to discuss dangers, successes and failures, disseminate information, etc.
  • Meets regularly with Manager to discuss status of group, adjustments to strategy, review performance, personnel and plans. Provides reporting of actions and unit performance at regular intervals as agreed upon with Manager. Learns from Manager changes in Department, Division or Bank which may affect group.
  • Communicates verbally and in writing with customers, branches, department personnel and other financial institutions to respond to inquiries, investigate problems, etc. Develops relationships with other business units and counterparts at other financial institutions.
  • Assists Manager with the supervisory responsibilities of employees in the department, which may include scheduling, performance management, training and development.   Goal is to attract, retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate. Assists with the timely and effective management of Human Resources forms and documents relevant to staff.
  • Increases and maintains knowledge of DPC activities as they relate to fraud detection and mitigation, risk management, business performance, customer service, etc. Increases knowledge of related areas, best practices for unit, etc.
  • Assists with performing preliminary and final functional/performance testing for new or upgraded systems/applications.  Assists with implementing changes or new functions. May also be assigned to process improvement and project management teams, work on special projects, etc.
  • Performs all other miscellaneous responsibilities and duties as assigned.



…if you come to us with these qualifications…

  • Bachelor’s degree from accredited institution or equivalent work experience.


  • Minimum 7 years of branch operations and/or other banking experience, 6 years of directly related banking experience or equivalent work experience. 
  • Requires prior lead/supervisory experience and process improvement/project management experience.

Technical Skills: 

  • Demonstrated proficiency and expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. 
  • Knowledge of or ability to use bank software and systems. 

Other Job Qualifications:

  • Demonstrated verbal and written communication skills, including presentation skills. 
  • Should be analytical, detail oriented and organized. 
  • Must be able to meet deadlines and handle multiple priorities.
  • Demonstrated effective and efficient team player with excellent interpersonal skills, who can also resolve problems independently. 
  • Should be able to analyze complex situations quickly and recommend solutions and alternatives. 
  • Must exhibit a positive mental attitude. 
  • Knowledge of and ability to discuss Bank products and services. 
  • Able to work flexible hours including holidays, weekends and evenings as needed or assigned.
  • Must be able to move/lift boxes up to 30 lbs.

Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change.  We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, we’re embracing change with our new 21st century banking.


It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  People who are agile, savvy, forward-thinking and entrepreneurial can learn and grow with us.



All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

Job Function Bank Operations
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Feb 14, 2018, 2:58:58 PM
Unposting Date Ongoing


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Dispute Processing Center Senior Analyst

Bank of Hawaii
Oahu, HI

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Bank of Hawaii
Oahu, hi

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