SHINA BACLILI
Bontoc, Mountain Province
Summary
Proven Branch Service Officer at CitySavings Bank,Inc adept in streamlining operations and enhancing customer service, leading to increased efficiency and client satisfaction. Skilled in cash handling and Microsoft Excel, with a knack for fostering strong client relationships through exceptional communication. Successfully coached staff, significantly improving procedural effectiveness without compromising on privacy or service quality.
Overview
7
7
years of professional experience
Work History
Branch Service Officer
Citysavingsbank
05.2024 - Current
- Coached staff to improve efficiency and revenue with more effective procedures and approaches.
- Streamlined branch operations for increased efficiency through regular process evaluations and improvements.
- Actively participated in regional meetings to stay updated on current industry trends and best practices for effective branch management strategies.
- Supervised loan application processing, collaborating closely with underwriters to expedite approvals and meet customer expectations regarding turnaround times.
- Managed branch expenses, ensuring adherence to budgetary guidelines and reducing operational costs.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Built strong relationships with clients by providing exceptional service and personalized financial advice.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Branch Service Associate
Citysavingsbank
12.2019 - 04.2024
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Managed branch vault and cash supply to keep appropriate level of currency on hand.
- Processing of loans and verify applicant's personal information and explains the loan options available to customer and assist them with filling out forms.
- Performs enhanced due diligence in account opening and established full customer identity.
- Verifies completeness of required documents and validate its authenticity ensuring that due diligence is performed.
- Creates and Updates Customer Information File and gather all pertinent information about customers personal and account information.
- Records keeping of loans and cash documents by way of electronic archiving thru KOFAX.
- Process Payables(On Line RFD:CA/LIQN/REIM/RFP/PRPO
- Delivered exceptional service by consistently exceeding customer expectations during interactions.
- Assisted in achieving branch sales goals through effective customer relationship management.
- Reduced wait times and increased customer satisfaction by effectively managing service queues.
- Enhanced customer satisfaction by efficiently addressing and resolving service-related inquiries.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Processed applications for new accounts.
Administrative Assistant
Mountain Province State Polytechnic College
06.2018 - 12.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Education
Bachelor of Arts - Marketing Management
MOUNTAIN PROVINCE STATE POLYTECHNIC COLLEGE
Bontoc, Mountain Province, Philippines05-2018
High School Diploma -
MOUNTAIN PROVINCE GENERAL COMPREHENSIVE HS
Bontoc, Mountain Province, Philippines04-2014
Skills
- Branch operations
- Cash handling expertise
- Office administration
- Exceptional communication
- Document verification
- Microsoft Word
- Microsoft Excel
- Transaction processing
- Loan processing
- Customer privacy
- Positive attitude
- Honest and dependable
- Loans
- Multitasking Abilities
Additional Information
SEMINARS ATTENDED:
-MONEY LAUNDERING/TERRORISM FINANCING PREVENTION PROGRAM
-PEOPLE IGNITE/AGILE COACHING (via ZOOM-January 06,2025)
- KNOW YOUR MONEY BY BSP(via Zoom- November 15,2024)
- PICPA ACCOUNTNG CERTIFICATION(ZOOM)-August 20,2024
- KYC/CDD TRAINING(August 19,2024)
Timeline
Branch Service Officer
Citysavingsbank
05.2024 - Current
Branch Service Associate
Citysavingsbank
12.2019 - 04.2024
Administrative Assistant
Mountain Province State Polytechnic College
06.2018 - 12.2018
Bachelor of Arts - Marketing Management
MOUNTAIN PROVINCE STATE POLYTECHNIC COLLEGE
High School Diploma -
MOUNTAIN PROVINCE GENERAL COMPREHENSIVE HS
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