HAJIE S. MARTINEZ
San Jose Del Monte
Summary
As professional with high standards and focus on results, adept at managing customer interactions and providing exceptional service. Known for reliability and adaptability in dynamic environments, ensuring seamless team collaboration and positive outcomes. Proficient in conflict resolution and communication, valued for positive attitude and customer-first approach.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Rizal Commercial Banking Corporation
03.2012 - Current
- Performs tellering, new accounts related functions, other over-the-counter functions and back room functions as required in the Branch Operations Manual, and in accordance with Bank policies and other regulatory bodies
- Supports the Service Manager (SM) in achieving the Business Center service standards in accordance with Bank policies and the branch's Operations Manual
- Performs account opening related functions, tasks for processing other bank services (e.g
- Time Deposits/ Peso and FCDU placements, Bank Certification, Checkbook Requisitions) and reconciliation as required in the Branch Operations Manual, and in accordance with the policies of the Bank and regulatory bodies
- Performs proper KYC is performed for all new accounts opened and that EDD where necessary is completed
- Performs periodic updating of client information and documents
- Performs Tellering functions and other OTC transactions
- Performs custodian functions in accordance with the Branch Operations Manual which include the following: As alternate custodian for keys and combinations as delegated, As co-custodian of the Service Manager (SM) / Service Officer SO for functions related to the Main Vault, ATM, Cash Safe, Safety Deposit Box, accountable forms, and working supplies of the branch, As single custodian of the Teller's box
- Performs back-room functions such as CICS
- Performs posting verification of co-SA processed transactions
- Relieves SA of other Business Centers during special assignments/contingencies
- Prepares timely and accurate internal reports as required in the Branch Operations Manual and/or regulatory bodies
- Complies with BSP policies for the processing of transactions and ensures no losses/penalties
- If assigned to standalone Business Centers, performs Clearing, ATM management and Deposit Pick-Up activities, deposit to local banks, cash transfers to/from CCs as assigned by SO/SM
- Performs Lobby Management- making sure service level on SA's line wait and turn-around time are consistently met
- Attends to various customer inquiries and requests and ensures zero complaint from clients on its day-to-day operations
- Assists and educates clients in using Touch Q, Account Opening Portal and Other Self Service tools that maybe deployed in a branch
- Diligently performs service-related projects introduced by the Bank in accordance with implementing guidelines
- Supports process improvement and technology implementation enhancements on all systems being used in the branch and implements accurately according to the prescribed policies and procedures of the Bank
- Ensures confidentiality of passwords for assigned system User ID and/or changes password when confidentiality is compromised
- Reports to immediate officer any fraud/potential fraud/risk areas committed by Business Center Associates
- Performs administrative functions as delegated by the Service Manager (SM) and Service Officer (SO)
- Scope of administrative functions include but are not limited to, the following: Ensures completeness of forms/supplies at the SA's workstation and customer's transaction slip rack/counter, Maintains, files and safekeeps all transaction reports and other BC records
- Ensures proper upkeep of cubicle/work area and other places in the Business Center in accordance with the bank's standards
Education
Bachelor of Science - Entrepreneurial Management
Polytechnic University of the Philippines
Sta Maria, Bulacan01.2011
Secondary -
Colegio de San Jose del Monte
San Jose del Monte, Bulacan01.2007
Primary -
Colegio de San Jose del Monte
San Jose del Monte, Bulacan01.2003
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Customer Complaint Resolution
- Product Knowledge
- Complaint Handling
- Complex Problem-Solving
- Software troubleshooting
- MS Office proficiency
- Calm and Professional Under Pressure
- Computer Skills
- Customer Relations
Seminarstrainingsattended
- 04/01/08, Entrepreneurship, Polytechnic University of the Philippines, Km. 37 Pulong Buhangin, Sta Maria, Bulacan
- 12/01/10, Agri-Business, Polytechnic University of the Philippines, Km. 37 Pulong Buhangin, Sta Maria, Bulacan
- 01/01/11, Business Climate and Entrepreneurship Development, Teachers Camp, Baguio City
- 04/01/12, RCBC Savings Bank Basic New Employee Orientation, Learning Resource Center, Pacific Place, Pasig City
- 06/01/12, Counterfeit Detection, Learning Resource Center, Ortigas Center, Pasig City
- 07/01/12, Signature Identification, Roof Deck of the Prestige Tower, Ortigas Center, Pasig City
- 11/01/12, Service First Training, Oasis Hotel, Angeles City, Pampanga
Attitude
- Willing to render overtime as needed
- Willing to be rotated and/or cross posted to other branches in compliance with the bank's control and service requirements.
- Acts with sense of urgency
- Service oriented
- Committed to the Organization
- Dependable
- Has Concern for order, quality and accuracy
- Responsible
- Highly motivated
- Resilient
- Initiative/Proactive
References
- Jeffrey De Guzman, RCBC - Assistant Regional Sales District Head, 09998851698
- John Patrick Evangelista, RCBC - Service Operation Officer, 09257286237
- Benjo Tidwell, Nestle - Accounts Payable Specialist, 09777800154
Personal Information
- Age: 34
- Date of Birth: 09/26/90
- Gender: Male
- Nationality: Filipino
- Marital Status: Married
Timeline
Customer Service Associate
Rizal Commercial Banking Corporation
03.2012 - Current
Secondary -
Colegio de San Jose del Monte
Primary -
Colegio de San Jose del Monte
Bachelor of Science - Entrepreneurial Management
Polytechnic University of the Philippines
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