Branch Operations & Customer Experience Lead

UnionBank; Santiago; On-site; PHP 420,000 - 540,000; Full time

Job summary

UnionBank in the Philippines seeks a Branch Ambassador (CAO) to manage branch platform operations, deliver outstanding customer service, handle cash, and oversee account servicing. This role ensures a positive customer experience, operational efficiency, and compliance with bank policies.

You will supervise Junior Ambassadors, support business growth initiatives, and help maintain branch controls and service standards at the Cagayan Valley location.

Qualifications

• Bachelor's degree in Business, Finance, Accounting, Banking, or related field.
• Experience in branch banking, customer service, cash operations, or account servicing.
• Strong understanding of branch operations, banking products, and customer service principles.
• Strong leadership, communication, and relationship-building skills.
• Detail-oriented with strong problem-solving and organizational abilities.
• Familiarity with AML/KYC, regulatory compliance, and operational controls is an advantage.

Responsibilities

• Deliver excellent customer service and handle customer concerns, requests, and complaints.
• Drive account retention, cross-selling, and referral generation to support branch sales goals.
• Process and oversee account opening, account maintenance, placements, manager's checks, and other platform transactions.
• Manage branch cash operations, vault balances, cash controls, and ATM-related activities.
• Ensure accuracy of transactions, documentation, reports, and branch records.
• Monitor compliance with internal controls, AML/KYC requirements, and data privacy policies.
• Supervise, coach, and develop Junior Ambassadors to achieve service and operational standards.
• Coordinate with internal units to ensure timely resolution of customer and operational issues.
• Support branch administration, reporting, and business continuity activities.

Skills

Customer service

Branch operations

Cash handling

Leadership

Communication

Relationship building

Problem solving

Organizational skills

Education

Bachelor's degree in Business or related field

Finance / Banking background

Job description

UnionBank in the Philippines seeks a Branch Ambassador (CAO) to manage branch platform operations, deliver outstanding customer service, handle cash, and oversee account servicing. This role ensures a positive customer experience, operational efficiency, and compliance with bank policies.

You will supervise Junior Ambassadors, support business growth initiatives, and help maintain branch controls and service standards at the Cagayan Valley location.