DIGITAL OPERATIONS ASSOCIATE (MAKATI)

• Job Purpose
  
  

The Digital Operations Associate assist s the Digital Operations Officer in various operational and administrative functions such as downloading and extractions of various mobius reports, contacting clients regarding their transactions , balancing of floats, filing of regulatory reports, processing file maintenance request of digital accounts, and other operational and administrative tasks that are consistent with the Bank's business objectives, internal policies and procedures, controls and regulatory standards.

• Main Accountabilities
• Operations and Transaction Processing – Contacts accountholders for certain transactions and processes operational and administrative tasks for digital accountholders
• Conducts e nhanced due diligence (EDD) on digital accountholders such as:
• Accounts with significant changes
• Accountholders exceeding the thirty thousand deposit limit in their GSAVE accounts
• Accountholders with suspicious activities and/or subject to AML alerts, Audit Inquiries, Erroneous Transfers , and the like
• Remittances with discrepancies and significant amounts
• Any other transaction that needs verification
• Advises client regarding the negative balances and/or GL related floats involving their accounts
• Prepares necessary accounting entries to close GL floats
• Emails and prepares warning letters, collection letters, or closure letters to concerned accountholders
• Files accounts for write-off and negative data verification for unpaid negative balances
• Sends emails to digital accountholders regarding their transactions or any other inquiry that our unit might have regarding their accounts
• Handles cases routed in Salesforce, replies, and routes case for closure once resolved
• Files and routes the Monthly Proof Verification report every month end and allowance for probable loss every quarter
• Processes debit and credit requests endorsed by other units
• Prepares outgoing mail/pouch for dispatch
• Files Suspicious Transactions Report and Reports to Crimes and Losses
• Checks and reviews supporting documents provided by accountholders for various inquiries or transactions regarding their digital accounts
• Processes file maintenance request of accountholders
• Handles Audit Inquiry referrals
• Handles and Monitor BSP Complaints referred by Customer Care Department
• Monito r account s with revalidated risk scores from Normal to HIGH and conduct EDD
• Ensures that Digital Account Signature Cards sent by the servicing branches are safekept
• 2 Control and Risk Management – Tasks performed should be consistent with internal policies, procedures, standards and regulatory requirements
• Safeguards own passwords and assigned keys at all times
• Ensures upkeep of workstation and branch premises  
• Adherence to security, safety and health protocols ( e.g. social distancing, etc.)
  
  

3.3 Customer Service - Ensures consistent and timely delivery of services to internal customers

• Attends promptly to internal customers concern, inquiries and requests, and provides customer feedback
• Conducts callouts to clients
• Encodes in all available reporting tools to document the results of client conversations
• Performs other functions that may be assigned from time to time
• Act as back-up/reliever when other staff is on leave
• Other operational functions that may be assigned or delegated by the Digital Operations Officer or higher.