CX Support Officer

Bank of Guam•Hagåtña, GU

9d•$36,473 - $40,120•Onsite

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 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 customers based on in-depth knowledge of products and services.
Promote self-service and educate customers about the benefits of self-service channels.
Exhaust all possible solutions to fulfill customer needs with First Contact Resolution (FCR) top of mind, collaborating with other teams or making referrals as necessary.
Proactively role model bank brand personalities and build meaningful connections with employees, customers, and vendors.
Maintain a professional and identifiable appearance by always wearing the required work attire.
Place value in all customer relationships and extend the Familia spirit with the highest level of service.
Listen to customer needs through quality conversations and look for creative ways to leverage products and services to build new relationships and deepen existing ones.
Ensure banking solutions become an integral part of customer growth.
Process a wide range of financial transactions in a manner that minimizes customer effort and maximizes positive customer experience.
Process transactions with skill, working to master skills with guidance from peers and coaches.
Manage daily operations of FCC officers and staff, including resource allocation and personnel performance reviews/appraisals.
Monitor functionality and connectivity of ATMs, Inter-mapper, Tandem, POS machines, and troubleshoot POS machines.
Monitor the bank’s corporate website, enterprise telephony system, and online banking, voice and mobile banking.
Ensure escalation of issues/network outages and/or interruptions after-hours.
Verify and balance batch import files between Bank of Guam and Q2 Central.
Identify areas of improvement and design creative and innovative solutions to complex problems through careful attention to detail.
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.