CX Support Officer at Bank of Guam

Hagåtña, Guam, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Attention to Detail, Problem Solving, Teamwork, Relationship Management, Adaptability, Analytical Skills, Time Management, Technology Proficiency, Self-Service Promotion, Process Improvement, Confidentiality, Leadership, Organizational Skills, Customer Experience

Industry

Banking

Description

General Summary: As a member of the Bank of Guam Familia you are responsible for providing lasting experiences on behalf of the Bank representing the voice of the customer to internal and external stakeholders to help drive service and product improvements. As a member of the team, you are a top performer who will quickly adapt and respond to customer needs, industry changes as well as internal initiatives. You are someone who thrives in an ever-changing, ever-growing, fast-paced environment. You are service driven, customer centric and passionate about finding new and innovative ways to create memorable experiences for all our customers. You bring exceptional communication skills, attention to detail and a strong work ethic. You prioritize effectively and get things done in a dynamic environment. While getting things done, process improvement and customer effort are always top of mind as you search for ideas to make the journey easier for all involved. Category of Essential Functions & Task FLSA Class % Time Manage the Experience Non-Exempt 20% On a daily basis, you will lead your team in delivering the best experience. In doing so, you will manage the overall customer experience and flow. You engage with customers and visitors to gain a better understanding of their individual needs and goals and work proactively to provide recommendations on products and services that will help satisfy those needs. * You are a walking billboard-promoting and providing valuable insight into new technology and digital services offering demonstrations and tutorials when needed. * You have an in-depth knowledge of our products and services and are able to identify cross-solving opportunities for our customer. * You promote self-service and educate our customer about the benefits of our self-service channels. * With First contact resolution (FCR) always top of mind – you don’t stop until you exhaust all possible solutions to fulfill customer needs. You also understand that sometimes, this will require you to work with other teams or make referrals in order to handle and resolve their concerns. * Proactively role model our bank brand personalities and build meaningful connections with employees, customers and vendors * Maintain a professional and identifiable appearance on Bank by always wearing the required work attire. Manage the Relationship Non-Exempt 20% You are a people person. You place value in all customer relationships and extend the Familia spirit to every one of our customers consistently and with the highest level of service imaginable. * You help our customers succeed, whether it is personally or through their professional endeavors. Through quality conversations, you listen to their needs and look for creative ways to leverage our products and services to build new relationships and deepen existing ones. * While the sale is important, you recognize that the service we provide is really the key to their hearts. As a member of the team, you ensure that our banking solutions become an integral part of their growth. Manage the Transaction/Tasks Non-Exempt 50% Protecting the privacy of our customers and their transactions are key. You are proficient in processing a wide range of financial transactions and always transact in a manner that is aimed at minimizing customer effort and maximizing positive customer experience. * You are an operations apprentice who can process transactions with skill. While you may not be an expert yet, you work to master those skills with guidance from your peers and coaches. Such skills include but are not limited to the following. * Daily operations of FCC officers and staff: such as resource allocation management, individual personnel performance review/appraisal, monitors for functionality and connectivity of ATM’s Inter-mapper, Tandem, POS machines, troubleshooting of POS machines, monitors the bank’s corporate website, enterprise telephony system, and online banking, voice and mobile banking. * Ensures escalation of issues/network outages and/or interruptions after-hours. * Verify and balance batch imports file between Bank of Guam and Q2 Central. You have excellent analytical skills – through careful attention to detail, you can identify areas of improvement and design creative and innovative solutions to even the most complex of problems. * Other duties as assigned Mitigate the Risk Non-Exempt 10% * Maintain the confidentiality of both the customer and the bank. * Understand and apply bank policy and procedures. * Adhere to all state and federal regulations. * Complete all bank mandated training. FLSA Categorization Non-Exempt 100% Required Knowledge, Skills and Abilities: * Passionate about service and even more passionate about people. * An outgoing, service driven, inspirational leader dedicated to motivating your team, driving success, creating meaningful customer experiences and building strong customer relationships. * Thrive in fast-paced, evolving, team driven environments. * Highly organized, solutions driven and aren’t afraid to step outside of the box. * Inspired by and committed to the Bank of Guam Brand, culture and story. Education and Experience: * College degree or * High school diploma or equivalent and (3) years of experience in a related field Physical Requirements & Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. * Seeing: Must be able to read report and use computer regularly (100%) * Hearing: Must be able to hear well enough to communicate to coworkers regularly (67-100%) * Fingering/Grasping/Feeling: must be able to write, type, use phone, regularly (100%) * Lifting/Pulling/Pushing Frequently (34-66%) * Climbing/Stooping/Kneeling Occasionally (12-33%) * Seeing: Must be able to read report and use computer (100%) Must be able to operate basic office equipment (PC, typewriter, fax, copier and telephone) as well as new and emerging technology, including but not limited to smart phones, tablet devices, digital signage and monitors. Must be proficient in Microsoft Office. Fair Labor Standards Act (FLSA) Categorization Based off of the duties that are described for this role, this is a Non Exempt role.

Responsibilities

The CX Support Officer is responsible for managing the overall customer experience and flow, engaging with customers to understand their needs and providing recommendations. They also process a wide range of financial transactions while ensuring customer privacy and satisfaction.