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Customer Experience Coordinator

1 week ago

Manila, National Capital Region, Philippines Security Bank Corporation Full time

About the Role

As a Branch Channel Manager at Security Bank Corporation, you will play a crucial role in ensuring the smooth operation of the branch, including daily administration, control mitigation, and oversight of client relationships.

Key Responsibilities

Client Relationship Management

  • Conducts client screenings and interviews to assess eligibility and verify the legitimate purpose of account opening, adhering to the bank's KYC guidelines.
  • Builds customer loyalty and satisfaction through support in in-branch sales activities, selling alternative channels, and product cross-selling, while efficiently addressing inquiries and complaints to grow the client base, maximize profitability, and ensure optimal retention.

Governance, Control, and Risk Management

  • Assumes the role of substitute Branch Service Officer (BSO) in branches without an approved Plantilla position allocation for BSO, or when the BSO is on leave and no reliever from the officer's pool is available, guided by the detailed job description of the BSO position to guarantee uninterrupted branch operation.
  • Oversees the secure management of vault/safe combinations, keys, and system passwords, adhering to the bank's key table and password confidentiality policies to protect bank assets and systems.
  • Mitigates risk of occurrence of fraud and/or irregularities in branches by conducting unexpected audits of cash accountabilities, numbered forms, items held in trust and safekeeping, and other sensitive assets ensuring workplace integrity and bank protection.
  • Reports covered and suspicious transactions, irregularities, and frauds by promptly filing relevant reports such as STR and RCL, timely disposition of AMLA alerts, and whistleblowing to safeguard the interest of the bank against regulatory sanctions and penalties and financial and reputational losses.
  • Executes transactions and customer requests after performing the required verification in accordance with bank policies and procedures and authority limits to ensure propriety and legitimacy of transactions prior to implementation.
  • Evaluates and monitors bill purchases and secondarily endorsed check availments, ensuring both line and non-line approvals for all acceptances are secured, as applicable, and subject to eligibility requirements, to guarantee that credit accommodations undergo proper review and approval.
  • Administers DPU Services in line with established policies to fulfill the bank's promise of superior service to clients as part of the bank's better banking promise by following the procedures set by the bank. Performs deposit pick-up services to clients within his area, servicing of ATMs assigned to the branch, delivers cash requisition (covered by cash delivery agreement or change fund) to clients' site, and cash delivery to/from buddy branch or cash hub. All said activities using armored car. Thoroughly verifies cash deposits under CCTV, validates posted deposits in the system, and callbacks posting procedures.

Monitors the Risk Control Self-Assessment of the branch to mitigate risk and operational lapse.

Leadership/Management

  • Monitors overall operations of the branches in all channels of service distribution through effective guidance and supervision to ensure that service standards are consistently met.
  • Oversees and evaluates the staffing needs, movements, training, and performance of channel personnel using standard parameters for manpower complement and training grid, reports on queuing and SQD to ensure employees are well-suited for their roles and have opportunities for professional development, contributing to superior service delivery.
  • Provides guidance to branch staff regarding applicable rules, updates, policies, and procedures by referencing the knowledge base, the Bank's Manual of Regulations (MORB), and other materials during operational workshops, daily briefings, and similar activities, aiming for ongoing enhancement of operational knowledge.

Quality Orientation

  • Prepares and executes identified action items related to MPR, BCR, OPEX, BERM Surprise Visit Reports, and other service/operating standards to promptly address deviations, variances, and exceptions.
  • Prepares replies to Audit, BERM, and other reports guided by existing templates and turnaround time to ensure that exceptions are promptly acted upon and rectified.
  • Generates required EOD reports through existing bank systems for proper balancing and reconciliation of transactions and to ensure a clean book of accounts.
  • Inspects and assesses the condition of fixed assets, CCTV, and upkeep of branch premises using the 7S guidelines to always ensure a clean and organized workplace.

Others

  • Participates in referring bank products without hard targets.
  • It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time.