Janice Gamon

JOB ACCOUNTABILITY:

The Branch Service Officer is accountable and responsible for supervising the day-to-day branch operations service delivery, including proper observance of the Bank’s Code of Conduct and other policies to ensure the following:

· Compliance to regulations, bank policies (pass audits), Code of Conduct

· Zero operational losses (no losses due to frauds, irregularities, negligence & errors)

· Complaints management (all customer complaints/feedback are immediately addressed according to the bank and regulatory timelinesto the satisfaction of clients)

· Increased productivity in terms of cost reduction, waste elimination and telesales

· Adherence to premises standards

· Proper personnel selection

MAIN RESPONSIBILITIES:

Financial Performance Capabilities

Task:

1. Responsible for in house/branch selling of all products and services of the bank.

2. Monitor telesales performance of the branch.

Risk Assessment Capabilities

Task:

1. Responsible for the compliance to regulatory and internal policies and to achieve excellent audit ratings and customer service with no unsafe and unsound banking practices.

2. Ensures the performance of all internal control. Conduct review and testing functions to prevent, detect or eliminate the risk for possible loss.

3. Lay down operating policies, and execute the same, in the branch in order to respond to fast-paced innovations.

Operational Efficiency

Task:

1. Accountable and responsible to evaluate/recommend/approve loan and deposit transactions, including operational expenses and disbursements in accordance with authority limits.

2. Accountable and responsible for the proper KYC procedures in all clients in accordance with the bank's existing policy and regulatory standards. Ensuring that mandatory fields and necessary information of the clients are legibly indicated in the loan application form, signature card, customer information form and the same is updated as well as in the bank's core banking system, on a regular basis.

3. Responsible for ensuring and managing adequate funding requirements for the branch including ATM services.

4. Responsible for implementing regulatory and company policies and procedures to ensure that internal controls are in place.

5. Responsible in monitoring and reconciling cash accounts and due from other banks “DFOB”.

6. Help in finding innovative solutions and enhancements to further improve bank processes and procedures.

7. Responsible to ensure enforcement of joint custodianship and dual control over cash in vault, safes and vaults, accountable or numbered forms, items held for safekeeping, collateral documents, dormant accounts, ROPA documents and other related items, including daily, periodic balancing and review thereof.

8. Ensures that clients are advised of RCOCI and returned check deposits and that disposition is actually made at or before the cut-off time.

9. Ensures/daily/regular review of the balances in each branch’s Books of Accounts.

10. Ensures daily reconciliation of all Sensitive and Sundry accounts maintained at the branch level. No abnormal balance on both GL and SL and no long outstanding balance for AP.

11. Performs balancing for transactions processed within the day prior to EOD processing.

12. Performs post verification of all transactions posted. One-on-one comparison of validated figures against source documents and verifies the technicalities and balance against totals.

13. Checks propriety of all transaction tickets/receipts originated by the branch.

14. Ensures that daily transaction reports/documents are complete, accounted for and properly kept.

15. Prepares all required daily, weekly, monthly branch reports.

16. Ensures 100% billing efficiency for all loan releases and requires re-bill if necessary.

17. Ensures the proper and efficient maintenance and safekeeping of documents/records in his section for easy retrieval when needed.

18. Acts as alternate custodian for right/upper vault door combination and holder of keys to outer and daylight grill door.

19. Ensures that audit findings are rectified within the timelines agreed with Internal Audit.

20. Ensures that adequate security and safety measures are strictly followed, including testing of the bank's security alarm at least twice a month.

21. Cash count ATM machine together with BOH or alternate and retrieve reports, and load cash, if necessary.

22. Records in the logbook all activities related to vault such as inventory of accountable forms, safekeeping of late collection, cash replenishment, cash request and safekeeping of collaterals.

23. Monitor and supervise archiving of loan and cash documents ensuring its completeness and clarity and achieve 100% digitization of customer records.

24. Performs closure of RPD accounts that has remaining balances and make recommendations for the delinquent account to sales and collection team

25. At any time of the day, transfer excess funds from his working cash to vault with a duly cash transfer slip duly validated by the BOH or his alternate.

26. Act as one of the branch's signatories in all bank related operating expenses that require check payment.

27. Performs Callback of transactions of the day as outlined in the Branch Callback Procedure.

28. Ensures proper upkeep of branch premises and equipment, such as, but not limited to:

· Housekeeping/maintenance services are available

· Utilities (power, water, and telecommunications) are available and accounts are updated.

· All bank equipment is in proper operating condition

· Critical equipment are covered by insurance and/or maintenance arrangements

· Security and safety devices/gadgets are operational

· There are no fire hazards within the premises

Customer Engagement / Building Relationships with customers

Tasks:

1. Attends customer complaints and inquiries.

2. Requires teacher to fill answer questions relating to customer satisfaction Survey (at present, NPS).

3. Responsible for performing excellent customer service to all clients according to the established standards.

4. Handles customer inquiries, either personal or through telephone, related deposit products, opening/closing of accounts and deposits/withdrawal procedures/requirements.

5. Maintains good relationship with the Regional DepEd and other regulatory bodies.

Employee Engagement

Task:

1. Participates in all activities related to the Employee Engagement Program of the bank

2. Support City Savings Bank to build strong emotional connection that results employees to higher customer engagement.

3. Measures the performance of the branch service associates in terms of turn-around-time in the delivery of services and other standards.

4. Assists in fact-finding investigation in violations committed in the branch.

5. Participates in branch administrative proceedings, including execution of proper penalties.

6. Recommends cross-posting/rotation of Branch Service Associate for training and control purposes, and even personnel transfer.

7. All personnel are briefed on their respective roles and responsibilities on care and maintenance of the branch's premises and equipment.

Strategy Execution

Task:

1. Finds innovative solutions and enhancements to further improve bank processes and procedures.

2. Ensures all visiting clients to download DepEd Mobile Application

3. Performs all other duties and responsibilities as may be assigned by immediate team leaders.

• Enhanced customer engagement by offering product knowledge and advice.
• Managed stock level for effective store operation.
• Increased customer satisfaction with prompt complaint resolution.
• Assisted customers to make informed purchasing decisions.
• Processed transactions, ensuring accuracy at all times.
• Organised marketing materials, promoting new products and discounts.
• Collaborated with team members to meet daily sales targets.
• Provided exceptional service, boosting repeat business rates.
• Built relationships with customers through friendly interaction and assistance.
• Performed accurate inventory checks for continual stock availability.
• Delivered professional representation of brand during interactions with customers.
• Executed visual merchandising displays to increase product appeal.
• Ensured compliance with health and safety regulations within the retail environment.
• Oriented new staff members, fostering a supportive team atmosphere.
• Upsold additional products for increased revenue generation.
• Prioritised tasks effectively in fast-paced retail settings.
• Resolved queries swiftly, contributing to positive customer experience.
• Balanced multiple responsibilities simultaneously without compromising on quality of service provided.
• Built lasting relationships with clients through customer service interactions.
• Assisted customers with product selection and sales, recommending items to increase transaction value.
• Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
• Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
• Interacted and engaged with customers, providing guidance and expert advice to influence purchase decisions.
• Stocked, replenished and organised shelves to ensure consistent levels of product availability.
• Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
• Processed returned or exchanged items and provided refunds to customers.
• Continuously improved product knowledge to maintain highest levels of service quality.
• Monitored display stock levels, replenishing for consistently well-stocked sales floor.
• Handled customer enquiries promptly and professionally, consistently exceeding satisfaction KPIs.
• Performed daily opening and closing functions and inventory management.
• Employed design skills to create attractive merchandise displays, consistently increasing product appeal.
• Followed company procedures and guidelines for smooth retail operations.
• Maintained knowledge of products and features to provide recommendations to customers.
• Built rapport with new and existing customers to boost client retention.

· Perform initial appraisal of potential borrowers by thoroughly examining their applications

· Assess the credit standings of applicants through background research

· Interview applicants to evaluate their eligibility for loan or mortgage

· Conclude on all applicable financial and non-financial criteria and develop loan repayment plans

· Finalize loan contracts and keep clients informed in rules and obligations

· Identify customer needs, explore all options and suggest different types of loans

· Cultivate trustworthy referral networks, suggest alternate channels and cross-sell products and services

· Forge relationships and enhance customer dedication

· Work within established regulations and adhere to law requirements at all times