Familia Ambassador Apprentice

Bank of Guam•Garapan, MP

5d•$16 - $18•Onsite

About The Position

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.

Requirements

High Initiative – Self-starter, highly motivated, and determined to succeed.
Flawless Execution – Meets deadlines, exceeds goals and expectations and consistently delivers projects and tasks on time.
Leadership – Uplifts and inspires others to succeed and follow through.
Past Success – Proven track record, a top-achiever.
Adaptability – Change agent for new and innovative ideas, embracing an optimistic outlook when faced with environmental and cultural changes.
Communication – Strong verbal and written communication abilities, able to communicate effectively and professionally with customers through all Bank of Guam channels.
College degree OR High school diploma or equivalent and (1-2) years of experience in cash handling and/or customer service 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.
Proficient in Microsoft Office.

Nice To Haves

Passionate about service and even more passionate about people.
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.
Operations apprentice who can process transactions with skill and works to master those skills with guidance from peers and coaches.
Excellent analytical skills – through careful attention to detail, can identify areas of improvement and design creative and innovative solutions to even the most complex of problems.
Ability to communicate effectively and professionally with customers through all Bank of Guam channels.

Responsibilities

Manage the overall branch experience and flow.
Engage with customers and visitors to understand their needs and goals.
Provide recommendations on products and services.
Promote and provide insight into new technology and digital services, offering demonstrations and tutorials.
Identify cross-selling opportunities.
Promote self-service channels and educate customers on their benefits.
Exhaust all possible solutions to fulfill customer needs, working with other teams or making referrals when necessary.
Demonstrate brand behaviors through daily interactions.
Place value in all customer relationships and extend the Familia spirit.
Listen to customer needs and leverage products and services to build new and deepen existing relationships.
Ensure banking solutions become an integral part of customer growth.
Process a wide range of financial transactions, minimizing customer effort and maximizing positive customer experience.
Process transactions such as cashing checks, accepting deposits and withdrawals, processing payments, and issuing cashiers and traveler’s checks.
Perform daily branch operations including opening/closing procedures, cash vault balancing, ATM replenishment and balancing, and safe deposit rental and reporting.
Establish new deposit relationships and open accounts.
Process, underwrite, and disburse consumer loans.
Identify areas of improvement and design creative solutions to complex problems.
Complete other duties as assigned.
Maintain the confidentiality of customers and the Bank.
Understand and apply bank policy and procedures.
Adhere to all state and federal regulations.
Complete all bank-mandated training.