Alwin Lo, Mba Email & Phone Number

Hawaii, United States

Honolulu, Hawaii, United States

Works alongside the e-Banking Manager and collaborates with business partners to plan, execute and drive bank projects and initiatives.Ensures online banking established service level agreements expectations are met i.e. phone calls, secure messages and digital correspondence. Reviews decedent processing, do not bank, fraud SWAT, workflow, online banking enrollment, and mobile deposit. On boards online banking enrollments and completes system administrator changes for small business customers. Analyzes mobile deposit checks to ensure negotiability points are met and decision funds availability of the check.Independently analyzes situations, solves problems and makes sound decisions. Handles escalated technical and non-technical matters related to digital banking operations and servicing. Prepares written correspondence and responds to email and customer bank mail in a timely manner to ensure excellent customer experience. Continuously meets bank and department goals including operational efficiency by striving for excellence in the areas of customer service.Oversees the learning and development of teammates. Includes facilitating team trainings and workshops. Trains, coaches, motivates and directs teammates.Keeps up-to-date on banking products, services, policies and procedures and other related matters. Understands and effectively communicates bank products, services, fees, policies, procedures and rules. Leads special projects and process improvements that drive change and improve the customer’s online/mobile banking experience.

Honolulu, Hawaii, United States

• Analyzes data to monitor performance and identify risks and trends associated with online banking, bill pay, money transfers, mobile banking, new web account openings, and mobile deposit. • Monitors and investigates suspicious activity that may fall within the Bank Secrecy Act/Anti-Money Laundering (BSA/AML) regulations, reporting concerns & findings to the appropriate bank authority.• Addresses suspicious activity directly with customers, corporate security, and other bank teammates as appropriate to resolve the identified concern.• Intakes consumer and small business customer inquiries both directly with the customer and internally from Customer Banking Center, Branch Help Desk, branches, etc. addressing client questions and/or issues in a professional and courteous manner. Analyzes situations and resolves concerns and prepares written (email) responses. Assists customers via secure message, email or phone.• Reviews decedent processing, do not bank, fraud SWAT, workflow, online banking enrollment, and mobile deposit. Onboards online banking enrollments and completes system administrator changes for small business customers. Analyzes mobile deposit checks to ensure negotiability points are met and decision funds availability of the check.

Honolulu, Hawaii, United States

• Intakes consumer and small business customer inquiries both directly with the customer and internally from Customer Banking Center, branches, etc. addressing client questions and/or issues in a professional and courteous manner.• Addresses policy and procedure inquiries from branches and other departments to support customers and aid in problem resolution.• Works collaboratively with other departments on escalated issues and takes full ownership, until there is proper resolution for teammates and customers. • Analyzes data to monitor performance and identify risks and trends associated with online banking, bill pay, money transfers, mobile banking, new web account openings, and mobile deposit. • Addresses suspicious activity directly with customers, corporate security, and other bank teammates as appropriate to resolve the identified concern.• Reviews decedent processing, do not bank, fraud SWAT, workflow, online banking enrollment, and mobile deposit. On boards online banking enrollments and completes system administrator changes for small business customers. Analyzes mobile deposit checks to ensure negotiability points are met and decision funds availability of the check.• Monitors and investigates suspicious activity that may fall within the Bank Secrecy Act/Anti-Money Laundering (BSA/AML) regulations, reporting concerns & findings to the appropriate bank authority.• Creates and distributes timely branch/user communications through standard Branch Help Desk communication channels.• Manages the team work schedule. Conducts training and guidance to the Branch Help Desk team. • Periodically facilitates team huddles, including coordinating agenda topics and guest speakers. Communicates clearly and effectively and creates an engaging learning environment for team members.• Identifies process improvement opportunities and contributes to or leads process improvement projects and initiatives within the department.

Honolulu, Hawaii

• Intakes consumer and small business customer inquiries both directly with the customer and internally from Customer Banking Center, branches, etc. addressing client questions and/or issues in a professional and courteous manner. Analyzes situations and resolves concerns and prepares written (email) responses. Assists customers via secure message, email or phone.• Addresses policy and procedure inquiries from branches and other departments to support customers and aid in problem resolution. Maintains professionalism and respect for all teammates and customers at all times. • Works collaboratively with other departments on escalated issues and takes full ownership, until there is proper resolution for teammates and customers.• Analyzes data to monitor performance and identify risks and trends associated with online banking, bill pay, money transfers, mobile banking, new web account openings, and mobile deposit. • Addresses suspicious activity directly with customers, corporate security, and other bank teammates as appropriate to resolve the identified concern.• Reviews decedent processing, do not bank, fraud SWAT, workflow, online banking enrollment, and mobile deposit. On boards online banking enrollments and completes system administrator changes for small business customers. Analyzes mobile deposit checks to ensure negotiability points are met and decision funds availability of the check.

Honolulu, Hawaii, United States

• Supervise department personnel and monitor the operating environment to ensure the department is functioning in accordance with approved company policies, procedures and regulatory requirements. • Provides leadership and is principal in staffing development including training, motivating and coaching department personnel. • Executes action plans to effectively implement system/process changes under the general direction of the Deposit Operations Manager. • Utilizes initiative, sound judgment and discretion.

Honolulu, Hawaii, United States

• Responsible for providing direction and guidance to Branch Personnel on American Savings Bank policies and procedures • Reports any recurring issues to management • Ensures consistent and accurate delivery of branch functions with focus on customer service, efficient operations, compliance and internal controls • Identifies operational deficiencies and makes recommendations for improved processes

Waikiki Branch

• Supervises Branch Tellers and/or Personal Bankers in a manner that instills teamwork, consistency of service, and a collaborative atmosphere resulting in an outstanding client experience. Accountable for performance management and ensures that all direct reports are adhering to ASB operational policies and procedures. Partners with the Teller-Lead to train and develop new Tellers. Provides similar training directly to Personal Bankers, providing coaching and guidance in order to develop staff to their greatest potential.• Partners with the Branch Manager to achieve Branch performance goals associated with but not limited to: Customer Service, Sales, Expense & Loss, etc. In absence of the Branch Manager, assumes responsibility for the Branch operations.• Works with clients to identify product needs and offers the Bank’s consumer and small business products, as appropriate; refers clients to other business partners as appropriate to client situation. Builds and deepens the customer relationship in a manner that ensures client retention.• Evaluates the Branch’s internal controls; reviews and updates policies, procedures and processes to ensure compliance with laws & regulations as well as internal control procedures.

Makiki Branch

• Generate sales and deepen client relationship with ASB by providing Bank products and/or services in response to an identified customer need. Assist customers in the selection of appropriate products and services; refer customer(s) to other appropriate Bank product experts to facilitate potential sales. Assist clients with opening new accounts & directly assist in resolving client issues/concerns.• Perform related assignments within the respective Branch, as needed, including the performance of teller duties. • Comply with all applicable banking laws and regulations, including Bank Secrecy Act/Anti-Money Laundering (BSA/AML) and suspicious activity monitoring and reporting. Report improper and suspicious activities to management and in a timely manner.

Makiki Branch

• Provide account services to customers such as receive deposits and loan payments, cash checks, issue savings withdrawals, record night and mail deposits, sell cashier's checks, traveler's checks, and series e bonds.• Identify customer needs, answer customer questions, and resolve customer issues. Explain and promote features and benefits of bank products and services.• Complies with applicable banking laws and regulations relevant to job performance including Bank Secrecy Act/Anti-Money Laundering (BSA/AML). • Contribute to the branch profitability by following policies and achieving sales goals.

Master Of Business Administration - Mba, 3.73

Activities and Societies: National Society of Leadership and Success Goldenkey International Honour Society

Bachelor’S Degree, Business Administration, 2.79

Activities and Societies: National Society of Collegiate Scholars

General Management Certificate, Business Administration, 2.45

Activities and Societies: National Society of Collegiate Scholars