CUSTOMER SALES AND SERVICE ASSOCIATE

Bank of the Philippine Islands (BPI); Calamba; On-site; PHP 201,000 - 290,000; Full time

Job summary

BANK OF THE PHILIPPINE ISLANDS in Calamba, Laguna seeks a Customer Sales and Service Associate to process over-the-counter banking transactions, maintain cash controls, conduct KYC, and support cross-selling and customer onboarding to digital channels.

The role emphasizes accuracy, customer service, and adherence to security protocols within a branch setting.

Responsibilities

• 1.1. Processes over-the-counter transactions: cash and check deposits, withdrawals, encashment/check payments, bills payments and miscellaneous/sundry transactions
• 1.2. Processes auxiliary transactions: foreign exchange, manager's checks, remittance, bills purchase, debit card and checkbook requests, bank certification and statements, stop payment orders, etc.
• 1.3. Maintains cash within prescribed limits and accountable forms
• 1.4. Performs end-of-day balancing of own transactions and forms
• 1.5. Opens accounts and ensures unique customer RM record usage
• 1.6. Conducts KYC and explains terms to customers
• 1.7. Ensures KYC/docs are complete, scanned and filed; prepares KYC documents for scanning
• 1.8. Encourages clients to update contact information and records
• 1.9. Handles amendments/updates of customer records
• 1.10. Secures approvals for transactions beyond authority
• 1.11. Performs enhanced due diligence (EDD) as applicable
• 2.1. End-of-day balancing of cash and reports discrepancies
• 2.2. Custodianship duties; acts as secondary custodian
• 2.3. Safeguards passwords and keys
• 2.4. Informs clients of returned checks and dispositions
• 2.5. Prepares warning/collection/closing letters
• 2.6. Prepares outgoing mail/pouch for dispatch
• 2.7. Processes branch expenses
• 2.8. Maintains workstation and premises
• 2.9. Follows security, safety and health protocols
• 2.10. Acts as contingent C-signor with approval
• 3.1. Promptly attends to transactions and inquiries; seeks feedback
• 3.2. Cross-sell to Personal Banking customers and CRM leads
• 3.3. Engages call-outs and walk-in customers
• 3.4. Documents conversations in reporting tools
• 3.5. On-boards clients to digital channels
• 3.6. Performs other assigned functions

Job description

Group Company: BANK OF THE PHILIPPINE ISLANDS

Designation: CUSTOMER SALES AND SERVICE ASSOCIATE

Office Location: Calamba, Laguna (BRANCH)

Position description: The Customer Sales and Service Associate (CSSA) handles both financial and non-financial customer transactions, such as: deposits, withdrawals, check payments, bills payments, fund transfers, account opening, file maintenance and other auxiliary services. The CSSA is also tasked to offer and cross-sell bank products and services to customers.

Primary Responsibilities

Transaction Processing - Provides fast and accurate delivery of banking transactions and services

• 1.1. Processes over-the-counter transactions, such as: cash and check deposits, withdrawals, encashment/check payments, bills payments and miscellaneous/sundry transactions
• 1.2. Processes auxiliary transactions such as but not limited to: foreign exchange, sale of manager's check and demand draft, remittance, bills purchase, debit card and checkbook requests, bank certification and bank statement requests, check-free enrollment, stop payment order, etc
• 1.3. Maintains working supply of cash within the prescribed limit and accountable forms
• 1.4. Performs end-of-day balancing of own transactions including issued accountable forms
• 1.5. Processes opening of accounts and ensures only one customer RM record is used
• 1.6. Conducts KYC (Know Your Customer); Explains clearly the terms and conditions to customers
• 1.7. Ensures all KYC and transaction documents are complete, scanned and properly safe kept/ filed; Scans signature cards, transaction documents, etc. and prepares KYC documents for sending to scanning center
• 1.8. Proactively asks clients to update their customer contact information and/or bank records, as applicable
• 1.9. Handles request for amendments/updating of customer's bank records
• 1.10. Secures proper approval for transactions beyond authority limit
• 1.11. Conducts enhanced due diligence (EDD) on customer transactions, as applicable

Operations, Control and Risk Management - Maintains an acceptable level of branch operations consistent with internal policies, procedures, standards and regulatory requirements

• 2.1. Conducts end-of-day balancing of cash and immediately reports any discrepancy
• 2.2. Performs assigned custodianship functions; Acts as secondary/alternate custodian of cash and other accountable items, as designated
• 2.3. Safeguards own passwords and assigned keys at all times
• 2.4. Informs clients of their returned checks and asks for disposition
• 2.5. Prepares warning, collection and closing letters to clients with improperly handled accounts
• 2.6. Prepares outgoing mail/pouch for dispatch
• 2.7. Processes payment of branch expenses
• 2.8. Ensures upkeep of workstation and branch premises
• 2.9. Adheres to security, safety and health protocols (e.g. social distancing, etc.)
• 2.10. Acts as contingent C-signor in the system, upon approval of the Area Business Director (applicable to CSSA with at least a job level B)

Customer Service and Sales - Ensures consistent and timely delivery of services to customers; Supports the branch in attaining sales and revenue targets

• 3.1. Attends promptly to customer transactions, inquiries and requests, and provides customer feedback
• 3.2. Performs cross-selling to a defined list of Personal Banking customers and leads from Customer Relationship Marketing (CRM) programs
• 3.3. Conducts call-outs and engages walk-in customers
• 3.4. Encodes in all available reporting tools to document the results of client conversations
• 3.5. On-boards clients to and promotes usage of digital channels

Performs other functions that may be assigned from time to time