Year in Review

Caring for Our Customers

Caring for our customers is at the heart of all we do. Our goal is to exceed expectations by understanding customers’ needs and providing them with convenient, personalized services and products that fit their lifestyles and long-term goals.

Bank of Hawaii employees Bank of Hawaii employees

Customer Experience

A deep understanding of our customers’ experiences with the bank allows us to better personalize our products and interactions.

According to more than 20,000 customer surveys in 2023 across multiple customer touchpoints (branches, website, online banking, mobile and Customer Service Center), our brand experience scores continued to increase. Feedback from customers indicates we are continually delivering experiences that make them feel we know and value them. And the addition of branch concierges in certain communities has been well-received, improving customer wait times.

Free Greenlight® Subscription Helps Teach Kids Financial Literacy

In October, Bank of Hawaii announced its latest method to teach the next generation about responsible money management as part of its commitment to the community’s long-term financial health. A collaboration with Greenlight Financial Technology gives our customers free access to Greenlight’s award-winning family finance app. The app lets parents send money to their kids instantly, automate allowance payments, manage chores, set flexible spending controls, get real-time notifications on transactions, and more.

Improving Operational Excellence

Bank of Hawaii strives to increase efficiencies in the way we work while also improving customer experiences. We are growing this practice throughout the organization using data analysis, technology, and end-to-end process reengineering that looks at every interaction from the point of view of the people involved.

One example is the 2023 launch of our One-time Payment option from our website. Customers can now easily make online payments from any bank directly to their Bank of Hawaii loans or accounts without having to log in. This includes mortgages, auto loans or leases, personal loans, small business or commercial loans and more. Since its launch in January 2023, more than 39,200 one-time transactions have been processed resulting in more than $28.5 million in payments.

Our Response to Natural Disasters

When the Maui wildfires ravaged historic Lahaina on Aug. 8, our priority was the well-being of our Maui employees. Thankfully, all our Maui teammates were safe, and their care and concern for one another and the community has been inspiring. While our Lahaina Branch on Papalaua Street was among the many structures lost in the fires, our employees selflessly committed themselves to supporting our longtime customers from other branch locations. Our service to West Maui continues to be available through our Kahana and Kihei branches, and construction is underway on a new Lahaina Branch at a nearby location.

To assist customers in their recovery from the wildfires and from Typhoon Mawar on Guam, Bank of Hawaii offered special financial assistance programs to provide immediate relief. These included loan forbearances for up to 6 months for residential mortgages, and home equity loans and home equity lines for local homeowners. Loan extensions for up to 3 months were made available for personal installment loans and indirect auto loans. After these grace periods expired, Bank of Hawaii continued working with customers on an individual basis.

Digital Growth

Year-over-year monthly activity for our online and mobile banking services continues to grow as customers shift to digital banking as part of their daily lives. Two of the most popular digital features are Zelle and Digital Wallet.


This app allows customers to send money directly from their bank accounts to someone else quickly and securely.

Digital Wallet

Many customers now use their smartphone as a digital wallet to make contactless purchases by linking their Bank of Hawaii debit card.

Zelle usage

Bank by Appointment

Bank by Appointment remains a popular way for customers to schedule a meeting online for specialized in-person or virtual banking. In addition to regular walk-in appointments, nearly 54,600 appointments were scheduled using Bank by Appointment, with an average of 4,550 scheduled each month.

Top 5 Types of Appointments

  • Checking account
  • Account changes
  • Notary services
  • Personal loans
  • Wire transfers
Bank by appointment numbers

Our Branch of Tomorrow Network

A groundbreaking celebration in Tamuning, Guam was held in August for our new West Pacific Regional Headquarters. The 18,364 sq. ft. facility will include a 5,147 sq. ft. Branch of Tomorrow, with energy-saving features such as multi-zone air conditioning, light sensors to reduce energy consumption, and interior and exterior finishes using recycled materials. It will also have its own backup generator, allowing the building to resume operations as quickly as possible in case of power outages.

rendering of Tumuning Branch in Gram rendering of Tumuning Branch in Gram

Hawaii's Mortgage and Home Equity Lending Leader

Bank of Hawaii partners with developers to create solutions to Hawaii’s ongoing housing shortage, while our residential loan officers help homebuyers become homeowners. Since 2007, when we introduced the HUD 184A Native Hawaiian Housing Loan Guarantee Program, we continue to be the only Hawaii-based lender providing Department of Hawaiian Home Lands (DHHL) loans.

Our SimpliFi Mortgage offers convenient online tools while our residential loan officers call upon their wealth of experience to provide sound advice to potential homebuyers and existing homeowners. We are honored when people in our community choose us to help guide them through homeownership, home improvement, and refinancing.

Bank of Hawaii has always been committed to investing in new solutions to the affordable housing shortage, and we work closely with private developers and state housing agencies to help the housing needs of lower-income households.

Afforable housing projects across the islands

In 2023, 1,360 affordable housing units started construction due in part to Bank of Hawaii, and over 800 more are in the pipeline.

affordable housing projects across the islands

The following housing developments broke ground in 2023:

Kaloko Heights, Kailua-Kona, Hawaii Island

Kaloko Heights will provide 42 two-bedroom and 58 three-bedroom affordable units in garden-style buildings with solar water heating. Sponsored by the Hawaii Island Community Development Corporation and designed for families earning 30–60% of the area median income (AMI), this project will also set aside five units for families experiencing homelessness, at risk of becoming homeless, or transitioning out of an emergency shelter or a transitional housing program. Bank of Hawaii is supporting the project with a $27 million construction loan, nearly $4 million in permanent lending and over $9.7 million in equity. Construction is expected to be completed by the end of 2024.

Parkway Village, Kapolei, Oahu

Parkway Village is a two-phase, first-of-its-kind mixeduse project that will feature a total of 405 affordable rental units and two on-site preschools. The project is an innovative effort to address both housing and early education needs in Kapolei and is a result of a partnership between the Kobayashi Group and the Ahe Group. Bank of Hawaii is supporting the project through $42 million in construction lending and over $36 million in permanent lending. Rental units from studios to four-bedroom apartments will be available for people earning 30–60% of the AMI. The development spans 10 acres of land owned by the City & County of Honolulu. The first residents are expected to move in by the end of 2024.

Halawa View II, Halawa, Oahu

Halawa View II is an 18-story affordable housing project with 302 units for families earning 30–60% of the AMI. Five units will be set aside for the chronically homeless or those referred by U.S. VETS. The high-rise is being developed by Pacific Development Group along with the Hunt Companies. Bank of Hawaii is supporting the project with over $40 million in construction lending and over $24 million in permanent lending. The new building is being constructed within walking distance of the new Skyline rail transit system and will feature a mix of studios, one-, two-, and four-bedroom units. The building will include energy-efficient fixtures in each unit, along with electric vehicle charging stations, low-flow plumbing and xeriscaping that requires minimal water. Halawa View II is scheduled to be completed in 2025.

Helping Small Businesses Succeed

In 2023, we extended our association with Mana Up, a local accelerator and venture fund, to help them in their mission to grow Hawaii-based products globally. We co-created a mentorship program that paired Bank of Hawaii executive mentors with nine Mana Up entrepreneurs to help them move to their next level. In the spring, we celebrated the successful completion of the first cohort. We continue to mentor a new cohort of entrepreneurs and have created a co-marketing program with Mana Up’s small businesses.

Bank of Hawaii Mana Up mentorship cohort Bank of Hawaii Mana Up mentorship cohort
Our first group of local entrepreneurs selected to participate in the Bank of Hawaii mentorship with Mana Up celebrated the completion of the program at the Mana Up headquarters in April.

2023 Annual Report

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