Familia Ambassador Apprentice at Bank of Guam

Hagåtña, Guam, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

20.84

Posted On

25 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Orientation, Relationship Building, Fast-Paced Environment, Organization, Problem Solving, Brand Advocacy, Customer Engagement, Product Knowledge, Self-Service Promotion, First Contact Resolution, Transaction Processing, Confidentiality, Policy Adherence, High Initiative, Adaptability, Communication

Industry

Banking

Description

At the Bank of Guam it all starts with HEART! We are on a mission to delight customers by delivering exceptional service and being there for them when they need us most – just like family. We demonstrate that level of care by being AUTHENTIC, COMPASSIONATE, COURAGEOUS and PERSEVERING in all our interactions. To that end we encourage all employees to find their passion and be their best selves for our customers, fellow employees, and the greater community. We do this by: LIVING THE BRAND and leading with heart and exceeding expectations EMBRACING THE JOURNEY by accepting change and challenging others to do the same BEING AN OWNER of our career and taking responsibility for our actions LOVING TO LEARN by committing to personal growth and development General Summary: * Passionate about service and even more passionate about people * An outgoing, service-driven ambassador dedicated to creating meaningful customer experiences and building strong customer relationships * Thrive in fast-paced, evolving, team-driven environment * Highly organized, always looking for solutions, and not afraid to step outside of the box * Inspired by and committed to the Bank of Guam brand, culture, and story through the following: Manage the Experience Non-Exempt 25% On a daily basis, you will join your team in delivering the best experience. In doing so, you will manage the overall branch 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. * Demonstrate brand behaviors through daily interactions with colleagues, coworkers, customers and other employees Manage the Relationship Non-Exempt 25% 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 25% 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: 1. Cashing checks, accepting deposits, withdrawals, payments, issuing cashiers and traveler’s checks, etc. 2. Daily branch operations such as opening/closing procedures, cash vault balancing, ATM replenishment and balancing, safe deposit rental and reporting 3. Establishing new deposit relationships – opening of accounts 4. Consumer loan processing, underwriting and disbursement. * 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. * Complete all other duties as assigned to support the needs of the Department and/or Business. Manage/Mitigate the Risk Non-Exempt 25% * 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. Required Knowledge, Skills and Abilities: * High Initiative – Self-starter, highly motivated, and determined to succeed. You often go above and beyond and do not wait to be told what to do next. * Flawless Execution – Meets deadlines, exceeds goals and expectations and consistently delivers projects and tasks on time, if not sooner. * Leadership – Cheer captain. You uplift and inspire others to succeed and follow through * Past Success – You have a proven track record, a top-achiever, with the confidence to tackle even the biggest challenge. * Adaptability – You are a change agent for all things new and innovative. You embrace an optimistic outlook when faced with environmental and cultural changes most especially when dealing with multigenerational audiences. * Communication – You have strong verbal and written communication abilities and are able to communicate effectively and professionally with customers through all Bank of Guam channels. Education and Experience: * College degree OR * High school diploma or equivalent and (1-2) years of experience in cash handling and/or customer service 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 apprentice will manage the overall branch experience and flow by engaging with customers to understand their needs and proactively recommending suitable products and services, while also promoting digital services and ensuring first contact resolution for all concerns. Responsibilities also include processing a wide range of financial transactions accurately, maintaining customer privacy, and adhering to all bank policies and regulations.