MARNIE MORALES

JOB SUMMARY

• Primarily responsible for in-branch and cross-selling of products and services to all Bank customers, as well as procurement of referrals from existing accounts to sustain a healthy leads pipeline for the branch
• Ensures prompt and efficient service delivery in compliance within the prescribed service standards of the Bank
• Support branch operations as part of compliance & control functions in the over-all service delivery to our customers

SALES AND RELATIONSHIP MANAGEMENT

• Perform KYC screening, interview and gathering of the appropriate documentation from walk-in & existing customers inclusive of risk profile analysis
• Highlight and explain to customers on the important terms and conditions applicable to the type of account
• Cross-sell and refer existing customers to alternative bank products, services and channels
• Conduct daily relationship-building calls to nurture, retain and deepen our customer relationships
• Identifies customer needs and formulates strategies to further increase dealings of existing customers with the Bank
• Anticipate customers' needs by utilizing available tools and marketing campaigns that will enable one to employ a "next best product or action" approach
• Implement promotional and branch marketing efforts in accordance to direction set by Branch Banking Group
• Monitor and evaluate overall performance versus assigned goals and targets where applicable

CUSTOMER SERVICE

• Attends to customer's inquiries on account opening, product features, minimum balance requirements, pricing, service charges, balance inquiries amongst others
• Process customer instructions on booking/subscriptions, rollovers and terminations/redemption including but not limited to TD, ISA, UITF and other SBC products
• Prepare the necessary documents/contracts for Trust/Treasury products upon confirmation with the concerned units
• Ensure completeness and accuracy of required account opening documents for all accounts opened;
• Monitor maturity of investments/loan and advises customer concerned on disposition and convey instructions of customer to booking/servicing units as to disposition on investments/loans

• Set and manage customer expectations, both internal and external, in regard to: project scope, timeline and project governance (communication, change control and escalation)
• Handles training for new members with regards to the payroll process
• Prepares the Service Level Agreement or manuals to be used as process reference to be reviewed and approved by internal clients
• Assisting team leader in conceptualizing, planning and managing high-volume payroll onboarding procjects

JOB SUMMARY

• Manage payroll implementation/on boarding of business partners and branch clients

DUTIES AND RESPONSIBILITIES

1) Ensure seamless end-to-end onboarding implementation

• Provide Activity Timeline for Onboarding of new Payroll Client
• Monitor Onboarding Checklist Completion
• Assist with completion of accurate card requisition template (CRT)
• Manage distribution schedule and other logistics
• Manage ATM card home delivery and other logistics
• Coordinate with internal partners the ATM card/ PIN Mailer production process completion from bulk account opening, holding of cards/PINs from dispatch to kitting
• Coordinate with client onsite schedule and other logistics requirements

2) Provide manpower support for onsite distribution of onboarded clients

3) Handle business as usual (BAU) onboarding for succeeding new employees of existing clients

• Monitor bulk account opening
• Hold bulk accounts from dispatch
• Prepare ATM card and PIN Mailer kits
• Coordinate with client of onsite schedule and other logistics requirements
• Assign manpower support for onsite distribution

4) Prepare onboarding status, onsite distribution, payroll credit reports and other operations-related reports specific to assigned clients

5) Monitor and notify partners of payroll credit timestamps as scheduled

6) Respond to client’s inquiries, requests and complaints, redirect clients to proper channels as appropriate

7) Fulfill unique after sales arrangement (special handling) for client

8) Recommend process and/or system improvement opportunities to the Payroll Implementation Leads and Product Manager

9) Fulfill all other ad-hoc work assignments as the need arises