Company: UnionBank of the Philippines

Position: Branch Ambassador (UBP_J001021)

Office Location: Cagayan De Oro City - Lapasan

Job Summary: The Branch Ambassador advocates digital banking adoption and ensures utilization of self-service machines and other digital channels while proactively monitoring branch dashboards for timely action. Responsible for efficient branch operations, including account opening, cash management, compliance with regulations, and delivering superior customer experience. The role ensures zero operational losses, cost efficiency, proper complaint resolution, adherence to premises standards, and collaboration on personnel selection with the Senior Ambassador. Additionally, drives productivity improvements and supports the observance of the Bank's Code of Conduct and policies.

Duties And Responsibilities

Digital Engagement

Advocates the UBOnline App, The Portal and Digital Transaction Portal.
Ensures assigned branch executes maximum utilization of online banking, self-service machines and other digital channels during customer interactions and events.
Monitors performance of assigned branch in terms of digital conversion and cross selling.
Explores every opportunity to convert clients to use digital platforms and channels, and to cross sell the bank's products and services.
Initiates and recommends Digital Projects to align with Bank's Digital Initiatives.
Act promptly upon knowledge of system/hardware issues by reporting accordingly for timely resolution.
Bear basic troubleshooting knowledge for the branch's digital tools such as the TV, iPads and Sign pads.

Stakeholders and Customer Experience

Initiates and ensures that the branch projects an image of a customer service-oriented and efficient bank worthy of client's patronage, thru: availability of well-trained, fully supported and properly motivated service staff; well-appointed/organized premises, furniture and equipment and immaculately clean service areas and rest rooms
Accurate, responsive and timely customer service.
Acts as Consumer Assistance officer (CAO) in the branch.
Monitors the service quality level of the branch in relation to client's expectations and internal service standards and eliminates all factors that get in the way of efficient service delivery. Accordingly, lays down operating policies to address such expectations.
Receives, acknowledges & processes customer complaints / request in a timely manner and lodges these in the system or its equivalent.
Conducts an initial review and investigation of the complaint and provide official feedback to the customer.
Proactively addresses problem situations, draws plans and explores opportunities for improvement.
Advocates the paperless initiative of the Bank.
Delivers positive Customer Experience to each and every customer.
Contribute to the Digital Platform enhancements by gathering customer user stories.
Addresses client's issues and concerns to provide better customer experience in a timely manner.

Governance, Risk, Compliance and Operational Efficiency

Ensures branch readiness and responsible for the timely response and proper execution of processes to meet the agreed SLA.
Ensures 24/7 availability of self-service machines. Performs first level management and escalates issues encountered.
Jointly responsible with the Sr. Ambassador in complying to AML requirements, reports and dashboard dispositions.
Approves/co-approves transactions and documents in accordance with policies on approving authority (MCs, DDs, TTs, CTDs, bills purchased, payments, withdrawals, fund transfers, check encashment, sale and purchase of foreign currencies, DM/CM, acceptance of second-endorsed checks, etc.).
Verifies and Posts transactions beyond the authority limits of the SSA.
Ensures enforcement of joint custodianship and dual control over cash in vault, safes and vaults, accountable or numbered forms, items held for safekeeping, collateral documents, dormant accounts, etc., including daily/periodic balancing/review thereof.
Ensures proper booking and reversal of Contingent Accounts.
Acts as alternate of the BrM in ensuring transmission of all outward clearing checks received by the branch to PCHC before clearing cut off and conducts balancing and immediate callback.
Ensures monitoring and proper disposition of Inward Clearing checks (RCOCI and Technically defective checks).
Monitors carry out of client instructions on return check items. Check and verify proper debit of returned check on client's account.
Co-validates daily the propriety of single entries on nominal accounts originated by other responsibility centers.
Co-monitors daily the balances of sundry and sensitive accounts and ensures that these are properly reversed in accordance with existing policies, guidelines within allowable period.
CIV
Bills Purchased
RCOCI
Late deposits/payments
Items held for safekeeping/collateral
Outward bills for collection
Suspense accounts (AR/AP, Misc., Assets/Liabilities, etc.)
Sensitive accounts (Sundries Debits/Credits, Shortages, Overages, etc.)
Performs immediate post- verification of all transactions posted in his terminal against source documents as applicable.
Ensures proper balancing of all branch transactions at the end of each day.
Ensures that account opening documentations are verified, complete, scanned and uploaded in EDMS within SLA.
Ensures that daily transaction reports/documents are complete, accounted for, properly safe kept, scanned and uploaded in the repository system.
Complies with the requirements of Risk Compliance Self- Assessment in a timely manner.
Ensures that branch transactions are executed properly with no KRI breaches.
Acts as primary custodian of left or lower vault door combination & ATM vault dial combination. Acts as custodian for left/lower vault door combination and holder of keys to inner grill door.
Ensures that passwords of branch personnel are changed on a regular basis or as soon as compromised or affected by transfers/separations.
Assists the BrM and attends to internal auditors, onsite compliance, BSP examiners and other internal/external inspectors/reviewers.
Ensures that adequate branch security and safety measures are strictly followed.
Ensures the performance of all internal control/review functions designed to prevent/detect/correct risks.
Recommends continuous process improvements, cost reduction measures, waste and risk elimination processes.
Acts as alternate of the Emergency Response Team Leader for the branch. This includes but is not limited to attending first aid certifications and application of first aid.
Assists the BRM and ensures that Business Continuity Plan (BCP) is properly implemented during times of exigencies as described in the BCP Manual.
Performs proper and over-all security check of his assigned workstation and all workstations on a daily basis.
Strictly adheres to employee security responsibilities such as the clean desk policy, clear screen policy and data privacy.
Keeps abreast and complies with the latest General Circular of Branch Channel Management Group.
Performs other duties that are required of, and are related to, the Job Responsibilities and Duties of this position.

Management of People and other Resources

Manages and supervises the Junior Ambassadors
Participates in all bank's activities to foster teamwork and good camaraderie within the branch. Motivates and encourages Junior Ambassadors to perform beyond what is expected.
Conducts regular branch staff meetings and coaching.
Attends regular Branch meetings with Senior Ambassador and Region meeting as scheduled by Digital Program Head.
Measures the performance of the Junior Ambassadors in accordance with Balance Scorecard Key Performance Indicators.

Adherence to the Bank's Code of Conduct.

Supervises and motivates the Junior Ambassadors and ensures that they are properly trained and developed to their full potentials.
Recognized and rewarded or recommends rewards for service and performance contributions, including performance appraisal.
Responsible in the identification and training of at least one ready now branch personnel in accordance with the succession framework of the branch management.
Recommends to Branch Manager the rotation of SSAs for training and control purposes, and even personnel transfer.
Ensures proper upkeep of branch premises and equipment, such as, but not limited to: Availability of housekeeping/maintenance services; Utilities (power, water, telecommunications) are available and accounts are updated
All bank equipment's are in proper operating condition, Critical equipment's are covered by insurance and/or maintenance arrangements, security and safety devices are operational, there are no fire hazards within the premises, all personnel are briefed on their respective roles and responsibilities on care and maintenance of branch's premises, equipment's and self-service machines.

Productivity & Cost Effectiveness

Checks and investigates variances of branch income and expense line items and reports.
Helps in monitoring controllable expenses of the branch.
Helps identify waste (materials, unnecessary procedures, repair, etc.). Initiates and monitors the implementation of measures to eliminate such wastes to increase cost savings effectiveness.
Ensures that branch expenses are within budget.

Employee Engagement

Fosters teamwork and camaraderie. Encourages, initiates, participates, and cooperates in all bank's activities and maintains a good workplace culture.
Help SSAs to develop their capabilities in doing their daily task and keep them informed and updated with the new products and policies.
Encourages participation in virtual and face to face employee engagement activities.

Required Skills: Accountability, Adaptability, Analytical, Good Communication Skills, Critical thinking, Teamwork, Willingness to learn