Branch Ops & Customer Experience Lead

UnionBank; Calamba; On-site; PHP 240,000 - 420,000; Full time

Job summary

UnionBank in Calamba, Laguna is seeking a Branch Ambassador to oversee branch platform operations, customer service delivery, cash management, and account servicing. The role acts as Customer Assistance Officer, ensuring a positive customer experience and policy compliance.

You will supervise Junior Ambassadors, support business growth, drive cross-selling and referrals, coordinate with internal units, and help maintain accurate records, controls, and continuity plans across the branch.

Qualifications

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

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

Leadership

Communication

Relationship building

Detail-oriented

Problem-solving

Organizational abilities

Education

Bachelor's degree in Business, Finance, Accounting, Banking, or related field

Job description

UnionBank in Calamba, Laguna is seeking a Branch Ambassador to oversee branch platform operations, customer service delivery, cash management, and account servicing. The role acts as Customer Assistance Officer, ensuring a positive customer experience and policy compliance.

You will supervise Junior Ambassadors, support business growth, drive cross-selling and referrals, coordinate with internal units, and help maintain accurate records, controls, and continuity plans across the branch.