Senior Branch Ambassador

1 week ago


Manila, National Capital Region, Philippines UnionBank of the Philippines Full time


• 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.


• Acts promptly upon knowledge of system/hardware issues by reporting accordingly for timely resolution.


• Bears basic troubleshooting knowledge for the branch's digital tools such as the TV, iPads and Sign pads

2. Service Quality, Customer Satisfaction and Customer Engagement


• 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 Branch Ambassadors;


• Well organized premises, furniture and equipment and immaculately clean service and wellness areas; and


• Accurate, responsive and timely customer service


• 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.


• Obtains branch commitment to satisfy clients' individual needs.


• Receives, acknowledges, processes and monitors customer complaints / request and lodges these in the system or its equivalent Conducts an initial review and investigation of the complaint.


• Anticipates potential problem situations, draws plans to address and continuously explores opportunities for improvement.


• Effectively recommends to the Digital Program Head new or revised procedures, forms, reports or office layout that will improve the productivity and the quality of service in the branch to the satisfaction of the clients.


• Ensures Ambassador in the branch must deliver positive customer experience.


• Collates and reports branch Ambassadors & customers' user stories thru the appropriate digital platforms for progress tracking and viable enhancements.


• Addresses client's issues and concerns to provide better customer experience in a timely manner

3. 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 Ambassador in complying to AML requirements, reports and dashboard dispositions.

  • Antas ng seniority Mid-Senior level
Uri ng trabaho
  • Uri ng trabaho Full-time
  • Function sa trabaho Administrative, Analyst
  • Mga Industriya Banking
Junior Technical Customer Success Specialist (EN language) (Remote)

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