Job Description

Group Company: BANK OF THE PHILIPPINE ISLANDS

Designation: CUSTOMER SALES AND SERVICE ASSOCIATE

Office Location: TAGUIG CITY (BRANCH)

Position description: The Customer Sales and Service Associate (CSSA) handles both financial and non-financial customer transactions, such as: deposits, withdrawals, check payments, bills payments, fund transfers, account opening, file maintenance and other auxiliary services. The CSSA is also tasked to offer and cross-sell bank products and services to customers.

Primary Responsibilities

Transaction Processing – Provides fast and accurate delivery of banking transactions and services

1.1. Processes over-the-counter transactions, such as: cash and check deposits, withdrawals, encashment/check payments, bills payments and miscellaneous/sundry transactions

1.2. Processes auxiliary transactions such as but not limited to: foreign exchange, sale of manager's check and demand draft, remittance, bills purchase, debit card and checkbook requests, bank certification and bank statement requests, check-free enrollment, stop payment order, etc

1.3. Maintains working supply of cash within the prescribed limit and accountable forms

1.4. Performs end-of-day balancing of own transactions including issued accountable forms

1.5. Processes opening of accounts and ensures only one customer RM record is used

1.6. Conducts KYC (Know Your Customer); Explains clearly the terms and conditions to customers

1.7. Ensures all KYC and transaction documents are complete, scanned and properly safe kept/ filed; Scans signature cards, transaction documents, etc. and prepares KYC documents for sending to scanning center

1.8. Proactively asks clients to update their customer contact information and/or bank records, as applicable

1.9. Handles request for amendments/updating of customer's bank records

1.10. Secures proper approval for transactions beyond authority limit

1.11. Conducts enhanced due diligence (EDD) on customer transactions, as applicable

Operations, Control and Risk Management - Maintains an acceptable level of branch operations consistent with internal policies, procedures, standards and regulatory requirements

2.1. Conducts end-of-day balancing of cash and immediately reports any discrepancy

2.2. Performs assigned custodianship functions; Acts as secondary/alternate custodian of cash and other accountable items, as designated

2.3. Safeguards own passwords and assigned keys at all times

2.4. Informs clients of their returned checks and asks for disposition

2.5. Prepares warning, collection and closing letters to clients with improperly handled accounts

2.6. Prepares outgoing mail/pouch for dispatch

2.7. Processes payment of branch expenses

2.8. Ensures upkeep of workstation and branch premises

2.9. Adheres to security, safety and health protocols (e.g. social distancing, etc.)

2.10. Acts as contingent C-signor in the system, upon approval of the Area Business Director (applicable to CSSA with at least a job level B)

Customer Service and Sales - Ensures consistent and timely delivery of services to customers; Supports the branch in attaining sales and revenue targets

3.1. Attends promptly to customer transactions, inquiries and requests, and provides customer feedback

3.2. Performs cross-selling to a defined list of Personal Banking customers and leads from Customer Relationship Marketing (CRM) programs

3.3. Conducts call-outs and engages walk-in customers

3.4. Encodes in all available reporting tools to document the results of client conversations

3.5. On-boards clients to and promotes usage of digital channels

Performs other functions that may be assigned from time to time

BANK TELLER