Job Title: Branch Ambassador
Location: Ayala, Makati City
Employment Type: Probationary
Job Summary: Responsible for administration and efficient operation of the Branch Delivery System, delivery of platform services, account opening and in-house sales, cash management at branch level, participation in the administrative proceedings, CX experience and serves as the CAO of the branch.
Duties And Responsibilities
- Sales/Marketing
- Responsible for sales fulfillment and ensures retention of accounts and solicits additional business from existing and walk-in clients.
- Acts as Customer Assistance Officer (CAO) in the branch
- Ensures that the branch projects the image of a service-efficient Bank worthy of client's patronage through:
- Well-maintained front-office facilities and equipment;
- Well-organized display of promotional materials on the bank's products and services; and
- Smartly dressed front-office personnel.
- Keeps himself and all Jr Ambassador's thoroughly familiar with the Bank's existing and new products and services.
- Explores and takes advantage of every opportunity to cross-sell the Bank's products and services to clients inquiring and/or transacting with the branch.
- Monitors account closures; interviews clients to determine reasons for closure.
- Assists the Relationship Manager in marketing for prospective clients and endorses accounts where follow-up client calls are needed.
- Primarily responsible for the administration of the Branch Delivery System.
- Downloads (or supervises downloading of) reports and distributed to critical users and then properly filed.
- Processes the following transactions thru his assigned terminal:
- Opening of bank products.
- Opening, roll-over, withdrawal and closure of placements / investments
- Applications for Manager's checks, Demand drafts and Telegraphic Transfer
- Application, renewal and termination of SDB lease contracts
- Requests for ATM cards (new/replacement), checkbook reorders, bank certifications, passbook replacements, Stop Payment Orders, hold-outs, closing of accounts, etc.
- Deposits, withdrawals, encashments, receipts, payments and other monetary transactions
- Performs outright verification of all transactions posted in his terminal against validation in the source documents, its technicalities and approvals.
- Ensures proper balancing of transactions in his assigned platform terminal.
- As branch Cash Custodian,
- responsible for
- maintaining over-all control of cash and monitoring its minimum and optimum level
- Accurate recording of cash transactions and accounts for balances of cash-in-vault
- servicing the cash requirements of the Junior Ambassadors
- Performing weekly surprise detailed cash count of Junior Ambassadors.
- Approves/co- approves transactions and documents in accordance with policies on approving authority limits for all bank transactions.
- Monitors, advises and informs clients of TD or placement maturities, rates and term
- Ensures that late payments / deposits are properly recorded upon receipt from client and that these are reversed and validated or deposited and scanned thru APERTA for clearing the following day
- Assists Sr Ambassador in scanning all check deposits based on cut-off schedules thru APERTA
- Processes bills purchase in accordance with the approved BP.
- Holder of lower or left dial combination of the main vault, keys to the inner grill door and the dial combination of the cash vault and ATM keys -Custodian of branch pouch: receives, distributes, dispatches, memos, reports, documents to addressees.
- sends to inward clearing all SSCs of new accounts and SSCs for updating
- Processes issuance of manager's check of approved cash-back and receives and forwards credit card applications to credit card unit.
- Principally responsible for the ATM operations and control including proper upkeep of ATM vestibule, availability of ATM receipts, availability of the machine 24/7, preparation and submission of ATM proof sheet.
- Co-custodian of contingent items and vital documents ( I.e. late deposits/ items held for safekeeping / Accountable forms/ signature cards / corporate Documents,).
- Monitors and follows up all incomplete documentation of accounts opened -Ensures accurate and timely preparation of all reports required from the branch.
- Counter-checks / do call-back of Jr Ambassador and Sr Ambassador's documents -Ensures the completeness and accuracy of all accountable forms issued daily -Performs monthly accountable forms inventory jointly with the Sr Ambassador
- Reports to Sr Ambassador all Jr. Ambassador's cash differences for the day for counter-checking and resolution
- Ensures proper upkeep of assigned work area and equipment.
- ensures that proper security check is done every end-of-day in his/her assigned workstation.
- strictly adheres to employee security responsibilities such as the clean desk policy and data privacy
- Initiates and provides excellent customer experience
- Receives and acknowledges customer complaints / requests and lodges these in IBPM system or its equivalent
- Conducts an initial review and investigation of the complaint.
- Coordinates client's complaints with the concerned units
- Monitors resolution of the complaint to comply with the prescribed turnaround time.
- Requests feedback about the complaints from the unit concerned and provides feedback or status to the clients as needed
- Informs the Sr. Ambassador and RSOO about the status of the client's complaint and its resolution for preparation of final and formal reply to the client.
- Reports on cases logged in Salesforce which will be generated by BCEG on behalf of the CAO. This will be used for monitoring purposes.
- Performs other duties that are required of, and related to, the Job Responsibilities and Duties of the position.)
- Management of People and other Resources
- Manages and supervises the branch's Jr. Ambassadors
- Conducts regular branch staff meetings, and coaching)
- Attends regular branch meetings with the Sr. Ambassador RSOO
- Measures the performance of the branch's Jr. Ambassadors in terms of the turnaround time in the delivery of services and standards, and makes effective recommendations relating to the performance of Jr. Ambassadors to the Sr. Ambassador.
- Recommends cross -posting/rotations of branch Jr. Ambassadors for training and control purposes.
- Responsible for the proper selection and assessment of the Branch Jr. Ambassador in accordance with the hiring and selection criteria and procedures of the bank.
- Participates in fact-finding investigations
- Initiates and implements appropriate disciplinary actions to branch staff employees.
- Actively participates in branch administrative proceedings, including execution of proper penalties.
- User ID function will be adjusted in a case-to-case basis upon approval of RSOO to the next role (i.e., Ambassador to Acting Senior Ambassador) for business continuity purposes
Required Skills: Accountability, Adaptability, Analytical, Good Communication Skills, Critical thinking, Teamwork, Willingness to learn
