Steven E. Untalan
Hagatna,Guam
Summary
Highly motivated and eager lifelong learner with12 years of customer service experience, 8 years & 5 months in community banking (branch operations, customer experience management, and consumer compliance) and 4 year & 7 months in the quick-service restaurant industry.
Overview
14
14
years of professional experience
Work History
Familia Ambassador Apprentice
Bank of Guam
Tamuning, GU
06.2024 - 11.2024
- Operations apprentice who processes transactions with skill. Such skills include but are not limited to the following:Cashing checks, accepting deposits, withdrawals, payments, issuing cashiers and traveler’s checks, etc.
Daily branch operations such as opening/closing procedures, cash vault balancing, ATM replenishment and balancing, safe deposit rental and reporting
Establishing new deposit relationships – opening of accounts
Consumer loan processing, underwriting and disbursement. - Analytical skills – through careful attention to detail, areas of improvement and design creative and innovative solutions to even the most complex of problems are identified.
- Complete all other duties as assigned to support the needs of the Department and/or Branch.
- Assisting customers succeed financially, whether it is personally or through their professional endeavors. Through quality conversations, their needs are listened to and creative ways to leverage our products and services to build new relationships and deepen existing ones are pursued.
- While the sale is important, it is recognized that the service we is provide is essential to overall success and mutual trust established. As a member of the team ensured that insightful and data-driven banking solutions were an integral part of the institution-customer relationship and experience.
- Maintained confidentiality of both the customer and the Bank’s information and affairs.
- Understood and applied bank policy and procedures (state and federal).
- Adhered to all state and federal regulations.
- Completed all annually mandated training.
Compliance Officer I
Bank of Guam
Hagatna, GU
01.2023 - 05.2024
- Compliance professional
- Specializes in consumer compliance skills inclusive of but not limited to: risk management (second line of defense for the Bank), policy tracking and management (daily and annual policy reviews), complaint tracking and classifying, addressing department and branch issues related to products and services, regulatory issues, or legal matters (which are referred to the Assistant General Counsel), assisting with legal order processing (replying to federal agencies or local state government subpoenas, levies, and orders, data collection and tracking for monthly and quarterly management reports to the Board, and assisting management with achieving department goals to further the Bank’s strategic plan and uphold our core values of integrity, commitment, love & compassion, happiness, faith, and being results-oriented
Customer Experience Support Officer
Bank of Guam
Hagatna, GU
01.2018 - 01.2023
- Customer Service professional
- Specialized in customer experience skills inclusive of but not limited to: assisted customers via telephone, web site chat, online banking secure messaging, and other portals to resolve account/transactional issues, service problems, complaints, and general inquiries, worked with a team of15-25 individuals to manage channel queues and reduce hold times, collaborate with departments and branches to resolve customer issues, and support management’s goals to deliver exceptional customer service to advance the Bank’s strategic plan and be ambassadors for the brand
Customer Service Associate
Bank of Guam
Hagatna, GU
01.2016 - 01.2018
- Branch professional (CSA - Teller)
- Specialized in branch operation skills inclusive of but not limited to: assisted customers at various branches (Santa Cruz, Mangilao, Merizo, Yigo, and HQ - Hagatna locations), cashed checks, accepted deposits, processed various types of technical transactions (wire transfers, cashier’s check issuance, CTR reporting, etc.), handled and balanced large cash volume to include a personal cash box and interbranch cash exchanges (teller exchanges and vault buying and selling), worked with a branch team to achieve sales and customer service objectives (measured by speed of service, quality of service, transaction accuracy, and reducing/minimizing errors in all areas of branch operations), and supported management’s goals to advance the Bank’s strategic plan, be ambassadors for the brand, and be the bank of choice for the people of Guam and other marketable areas
Shift Manager
Taco Bell
Mangilao, GU
01.2012 - 01.2016
- Restaurant leader
- Specialized in restaurant operation functions inclusive of but not limited to: managed a team of10-15 people in a quick-service restaurant, ensured food safety and quality standards were adhered to on all lines of food production and preparation, conducted inventory counts of frozen foods and fresh produce, ensure both front and drive thru cash registers were operable and had sufficient change to facilitate daily customer interactions, assisted in different restaurant areas to ensure optimal production and speed, supported crewmembers in delivering exceptional service, quality food, and supported the Restaurant General Manager’s daily, weekly, and monthly sales and service goals; collaborated with other shift managers to ensure shifts were run smoothly and effectively in adherence of all food safety procedures and metrics and that staff were well trained and equipped to perform their job functions
Barista
Roasted Coffee Boutique
Tamuning, Guam
04.2013 - 09.2013
- Crewmember
- Specialized in cafe duties and responsibilities inclusive of but not limited to: prepared and served espresso-based and non-espresso drinks, prepared breakfast and lunch items for morning service time, assisted during special events with cleaning and serving guests, helped with delivery of ingredients to Guam Community College Roasted Coffee Boutique, assisted in assuring quality of coffee beans were met
Youth Auxiliary Worker
Sinajana Mayor’s Office
Sinajana, GU
06.2010 - 08.2010
- Summer camp worker
- Specialized in summer camp duties and responsibilities inclusive of but not limited to: assisted with youth day camp activities, instructed a cooking class to young campers, with an emphasis on healthy alternatives; helped with lunch distribution and cleanup, supervised campers during daily classes and special events, collaborated with other workers on potential projects and events, reported to the Vice Mayor and Mayor on camp progress, signed in campers at the beginning of each day and ensured that authorized relatives picked up their kids at the closing of camp
Education
General Studies - 20 or more college credits completed
University of Guam
01.2016
General Diploma -
Notre Dame High School
Guam01.2011
Skills
- Customer Service
- Cash handling
- Customer Experience Management
- Problem-solving
- Collaboration to resolve complaints & errors
- Risk management
Languages
English
References
- Ellie, San Nicolas, CRCM - VP/Director of Compliance, ellie.sannicolas@bankofguam.com, 671-472-5473, Bank of Guam
- Doreen B., Quichocho - AVP/Central DDA and Branch Support Manager, doreen.quichocho@bankofguam.com, 671-472-5447, Bank of Guam
Timeline
Familia Ambassador Apprentice
Bank of Guam
06.2024 - 11.2024
Compliance Officer I
Bank of Guam
01.2023 - 05.2024
Customer Experience Support Officer
Bank of Guam
01.2018 - 01.2023
Customer Service Associate
Bank of Guam
01.2016 - 01.2018
Barista
Roasted Coffee Boutique
04.2013 - 09.2013
Shift Manager
Taco Bell
01.2012 - 01.2016
Youth Auxiliary Worker
Sinajana Mayor’s Office
06.2010 - 08.2010
General Studies - 20 or more college credits completed
University of Guam
General Diploma -
Notre Dame High School