The Pool Officer is responsible for the delivery and overall quality of the POP UP and branch operations within the area of assignment. Apart from ensuring that efficient, delightful and customer-centric services are consistently experienced at service touchpoints, he/she and his/her team are expected to contribute to the Bank's revenue generating initiatives by achieving cross selling-related targets. He/She manages risks in ensuring that all processes and service delivery are fully compliant with corporate policies and external regulations. It is also the responsibility of the Pool Officers to independently report and immediately escalate, process and control issues and concerns that put the bank at risk if these are not immediately attended to or resolved.
The Pool Officer has responsibility and empowerment to review, and approve select transactions he/she did not process such as but not limited to: account opening for Savings and Payroll Accounts; Account Maintenance transactions; sign MC's jointly with another officer; etc.
The Pool Officer contributes to cost savings initiatives of the branch without prejudice in assuring confidentiality of bank/clients records. He/she engages clients to open new accounts and/or seek growth opportunities through cross-selling and account consolidation in a consistently efficient, delightful and customer-centric manner to achieve set sales related targets and quotas.
Duties and Responsibilities
Satisfactory Audit Ratings
- Secure all cash valuables in the Branch/POP UP
- Ensure all account opening including KYC and AMLA requirements are met at all times
- Managing AMLA Alerts and CTR's within set standards and timely manner
- Comply with policies and procedures internal and external to the bank
- Monitor team work standards
- Ensure self-assessment reports, i.e. OLKRIR, CSTP are timely, complete, accurate, exceptions are resolved within acceptable timeframe during assignment
- Escalate incidents or issues that are non-compliant to bank policies and standards including proper approval sought for deviation/exceptions
- Ensure that Branch Operations,corporate image, branch premise standards are maintained
- Ensure compliance to security standards and requirements in the Branch premises
- Identify potential risk areas and propose control measures
Customer Satisfaction
- Lead the delivery and maintenance of Branch service standards (e.g. teller line wait, ATM availability, etc.)
- Lead the team in achieving service standards and customer satisfaction
- Manage and resolve customer complaints/issues
- Initiate service improvement projects
- Handle complex customer concerns
Optimal Productivity
- Manage bank processes and resources to achieve optimal ratio of transactions
- Willing to be assigned to branches on areas needing assistance
- Ensure that standard turnaround times are met
- Review and approve medium-risk financial and account maintenance transactions
- Ensure the timely and accurate submission of all reports and other requirements e.g. crimes and losses
Risk Management
- Adhere to Bank's policies, procedures & processes, as well as regulatory guidelines at all times.
- Prepare accurate and complete reportorial requirements (internal/external) for submission on a timely manner.
- Adhere to Bank Security & Safety rules and preventive measures at all time.
- Regularize and resolve audit findings for branch operations exceptions concerning the branch of assignment when the need arises.
- Recommend service improvements as regards to branch processes, policies and procedures and logistics as observed/noted during his branch assignment.
- Identify and escalate wrong processes and other issues that may lead to major audit finding/s and/or loss/es to the Bank to the Branch Service Head
Cross Sell/Deepening
- Deepening of relationship (account erosion/account attrition)
- Up sell and cross sell via referrals
Qualifications:
- Bachelor's degree, preferably in Business or a service-oriented program.
- 2 to 5 years branch banking experience, preferably in a managerial rank/level.
- Willing to assigned in PBCOM Olongapo Branch
If you are interested or you know someone you can refer, you may send an email at [Confidential Information] with Position_Full Name as your email subject.
Thank you.
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