HAZEL JOY PAULO CASTILLO
Koronadal City
Summary
Results-driven banking professional skilled in customer service, transaction management, and operational efficiency. Strong focus on team collaboration, ensuring smooth branch operations and adapting to changing needs. Known for fostering reliable work environment, leveraging communication, problem-solving, and organizational skills to support staff and enhance customer satisfaction.
Experienced with branch operations and customer service excellence. Utilizes strong problem-solving abilities to enhance client satisfaction and streamline processes. Knowledge of team leadership and transaction management for efficient branch performance.
Overview
9
9
years of professional experience
Work History
Branch Service Officer
City Savings Bank
06.2022 - Current
- Company Overview: Thrift Bank, Union bank Subsidiary
- Supervises the day to day operations of the branch including service delivery and compliance to regulations set by the bank and other regulatory agencies
- Accountable and responsible for the proper KYC procedures in all clients in accordance with the bank's existing policy and regulatory standards
- Responsible for implementing regulatory and company policies and procedures to ensure that internal controls are in place
- Implements cost effectiveness' measures to reduce and manage the expenses of the branch
- Improved branch team performance by conducting regular training sessions on product knowledge and sales techniques.
- Manages the overall cash and lending operations of the branch
- Recommends cross-posting/rotation of Branch Service Associate for training and control purposes, and even personnel transfer
- Directly reports to the Branch Operations Head
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Trained staff in bank products, operations procedures and successful sales strategies.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
Branch Service Associate
City Savings Bank
11.2018 - 05.2022
- Company Overview: Thrift Bank, Union bank Subsidiary
- Provides account services to customers by receiving deposits, withdrawals, loan payments, encashment of checks
- Maintains customer confidence and protects bank operations by keeping information confidential
- Collect and prepare all necessary documentation for the loan
- Conduct interviews to assess client eligibility for loans
- Responsible for interviewing and engaging prospective customers inquiring about opening new accounts, such as savings or checking accounts
- Identified potential fraudulent activities, safeguarding both the bank and customers from losses.
Marketing Assistant Reseller Officer in Charge
Blue Sun Phils. Incorporated
08.2017 - 07.2018
- Company Overview: Procter and Gamble Distributor
- Procter and Gamble Distributor
Office Staff Encoder
Blue Sun Phils. Incorporated
04.2017 - 07.2017
- Company Overview: Procter and Gamble Distributor
- Procter and Gamble Distributor
Customer Service Assistant
Land Bank of the Philippines
01.2016 - 01.2017
- On the Job TRAINING
Education
Master’s Degree - Business Administration
Notre Dame of Marbel University
08.2022
Tertiary Education - Business Administration, Financial Management
Notre Dame of Marbel University
01.2017
Skills
- Receiving and processing banking transactions
- Customer Service
- Customer Relationship Management
- Exceptional communication
- Branch operations
- Operational efficiency
- Team management
Seminars And Training
- Know Your Money Webinar, 02/21/24, Online—Union bank Head Office – City Savings Bank, Union bank Plaza Building, San Antonio, Pasig 160-8321 Metro Manila
- Journey to Operational Excellence in Branches, 02/25/24, Region 12 : The Pinnacle Hotel and Suites (Davao)
- DNFBs Framework Training (Designated Non-Financial Businesses and Professions), 03/20/24, Online—Union bank Head Office – City Savings Bank, Union bank Plaza Building, San Antonio, Pasig 160-8321 Metro Manila
- MCOE Branch Audit Immersion Training, 06/03/24, Gensan Branch: Region 12 Branch Officers
- KYC/CDD Module / AML training, 07/01/24, Gensan Branch: Region 12 All Branch Operations
- FRAUD AWARENESS TRAINING, 09/09/24, Online—Union bank Head Office – City Savings Bank, Union bank Plaza Building, San Antonio, Pasig 160-8321 Metro Manila
- People Ignite and Agile Coaching, 01/20/25, Online—Union bank Head Office – City Savings Bank, Union bank Plaza Building, San Antonio, Pasig 160-8321 Metro Manila
Accomplishments
- Best Branch lite of the Year 2022
- No failed audit rating up to present (With excellent rating)
Competence And Skills
- Skilled at receiving and processing banking transactions
- Proficient in Microsoft Office - Word, Excel, PowerPoint, Outlook
- Possesses good initiative at work and Customer Service
- Honest, reliable, flexible and easily to adapt change of environment and work schedule
- Customer Relationship Management
Personal Information
- Date of Birth: 08/14/96
- Gender: Female
- Nationality: Filipino
- Marital Status: Single
- Religion: Roman Catholic
Organizational Affiliations
- Junior Confederation of Finance Association of the Philippines, Junior Officer, 2016-2017
- Junior Financial Executives, Board Member, 2016-2017
Timeline
Branch Service Officer
City Savings Bank
06.2022 - Current
Branch Service Associate
City Savings Bank
11.2018 - 05.2022
Marketing Assistant Reseller Officer in Charge
Blue Sun Phils. Incorporated
08.2017 - 07.2018
Office Staff Encoder
Blue Sun Phils. Incorporated
04.2017 - 07.2017
Customer Service Assistant
Land Bank of the Philippines
01.2016 - 01.2017
Tertiary Education - Business Administration, Financial Management
Notre Dame of Marbel University
Master’s Degree - Business Administration
Notre Dame of Marbel University
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