Joana Marie Hipolito

Responsible in overseeing the day-to-day operations of the branch and ensuring that branch operations adhere to bank policies and procedures. Administratively, the BOH is under the supervision of the Branch Manager and is accountable for the operational efficiency of the following:
• Accounting Section
• Loans Section
• Foreign Section

• Ensure adherence to regulatory and AMLC requirements, including opening new accounts, monitoring, and reporting transactions, maintaining KYC (Know Your Customer) records, updating customer information, issuing manager's checks, and managing remittances.
• Oversee and approve a variety of over-the-counter transactions beyond teller authority, ensure compliance with policies and procedures, manage time deposit placements, and aim for excellent customer experiences with efficient processing and error management. This includes handling checkbook orders, dealing with unclaimed checkbooks, processing bills, managing loans, clearing items, and addressing in-clearing check defects, while also supporting various banking groups like Corporate Banking, Wealth Management/Treasury, and Consumer.
• Ensure prompt acknowledgment, logging, reporting, and resolution of complaints, and verify the accurate completion of the complaint tracking register with all necessary information.
• Ensure accurate recording of daily store transactions based on Teller totals and documents, manage temporary accounts timely, and reconcile General Ledger balances with subsidiary ledgers/records.
• Assist in achieving Stores profitability target.

• Responsible in handling of over-the-counter transactions and miscellaneous services transactions
• Co-custodian in cash in vault and ATM cash vault replenishment and retrieval
• Official custodian of all branch accountable forms including working and non-working supplies
• Responsible in preparation of MC/GC, DD and telegraphic transfers
• Co-signatory of service manager on all branch accountable forms including MC/GC, DD, Bank Certificates, Peso and FCY TDC Certificates regardless of the amount
• Custodian of Debit Cards
• Responsible in processing of SDB, SPO, Bank Certificate and Bank Guarantee applications, replacement of Debit Cards, PIN mailers and orders of pre-encoded and reordered checkbooks
• Performs all tellering transactions and bills payment including cash and check deposits, withdrawals, check encashment and other miscellaneous transactions
• Store loans - Prepares and processes DBP, Back to Back loan and MC accommodation documentation and transactions
• Co-custodian of Dormant Accounts SSC
• Handles payroll uploading
• Customer account maintenance
• Processing of incomplete CTRs in AML Base 60
• Responsible in balancing of monthly proof verification report including securing approval for submission of entries to finance controllership for GL adjustment
• Responsible in handling basic branch accounting related transactions such as clearing adjustments posted over Integrity as well as other GL adjustments as needed

• Clarified customer issues and determined root cause of problems to resolve product or service complaints
• Answered customer telephone calls promptly to avoid on hold wait times
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
• Facilitated inter-departmental communication to effectively provide customer support
• Responded to customer requests for products, services and company information
• Updated account information to maintain customer records