CX Support Officer

Bank of Guam

19h

About The Position

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.

Requirements

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.
College degree or
High school diploma or equivalent and (3) years of experience in a related field
Must be able to read report and use computer regularly (100%)
Must be able to hear well enough to communicate to coworkers regularly (67-100%)
Must be able to write, type, use phone, regularly (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.

Responsibilities

Manage the overall customer experience and flow.
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.
Promote and provide valuable insight into new technology and digital services offering demonstrations and tutorials when needed.
Identify cross-solving opportunities for our customer.
Promote self-service and educate our customer about the benefits of our self-service channels.
Fulfill customer needs.
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.
Listen to customer needs and look for creative ways to leverage our products and services to build new relationships and deepen existing ones.
Process a wide range of financial transactions and always transact in a manner that is aimed at minimizing customer effort and maximizing positive customer experience.
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.
Identify areas of improvement and design creative and innovative solutions to even the most complex of problems.
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.