Customer Service Specialist - Teller

POSITION TITLE : CUSTOMER SERVICE SPECIALIST - TELLER REPORTS TO : BRANCH CHANNEL MANAGER DIRECTLY SUPERVISES : N/A UNIT / DEPARTMENT : Assigned Branch / Assigned Areas DIVISION/GROUP : AssigneD Region/ Branch Banking Group JOB SUMMARY The Customer Service Specialist - Teller is responsible for the daily servicing of monetary deposit requirements of all bank customers. This shall include processing of payments, receipts, deposits, withdrawals, encashment, and other financial transactions. Ensures on-time and accurate service delivery in compliance with service standards of the Bank. PRINCIPAL DUTIES AND RESPONSIBILITIES Analytical and Critical Thinking Promptly addresses transaction alerts with AMLA Base60, ensuring compliance with standard turnaround times to evade penalties for delayed reporting. Manages cash flow by preparing requisitions based on forecasted requirements and transferring excess funds in accordance with existing guidelines. Understanding and Application of Compliance and Regulatory Guidelines Conducts over the counter (OTC) transactions, including encashment and withdrawals, with signature verification and approval within delegated limits using available SVS by checking the material particulars of the check while adhering to check acceptance policies of second endorsed checks to uphold the bank’s commitment to better banking. Processes cash deposits and bill payments in front of depositor, ensuring bulk deposits are marked “subject to final verification” prior to allowing them to leave the counter in compliance with the Bulk Deposit Agreement to maintain service excellence. Processes check deposits and BIR payments by strictly following bank policies and guidelines to ensure reliable and consistent client service. DPU Services Processes Deposit Pick Up (DPU) Services existing policies on DPU services to provide service to clients as part of the bank better banking promise by following the procedures set by the bank. Performs deposit pick-up services to clients within his area, servicing of ATMs assigned to the branch, deliver cash requisition (covered by cash delivery agreement or change fund) to clients' site, and cash delivery to/from buddy branch or cash hub. All said activities using Armored Car. Thorough verification of cash deposits under CCTV, validation of posted deposits in the system and callback of posting procedures.) Governance, Control and Risk Management Performs Start of Day Procedures such as counting of picos box/beginning cash/ inventory supplies received and ensure accuracy of cash / working supplies received. Performs assigned tasks such as co-custodian of ATM Machine including review and preparation of ATM Cash Proof access to ATM CIV shall be done by both custodians. The standard template shall be used on the preparation of ATM cash proof to ensure joint custody over the cash Monitors items held for safekeeping, items held as collateral including late checks received at end of day must coincide with the MV Tellering Report to ensure alternates are in placed in monitoring IHFS/IHAC and late checks received. Acts as co-custodian of inventory supplies including handling and maintenance of assigned numbered forms to be documented in MV Tellering Systems and through standard keys and combination memo to ensure proper safekeeping/releasing of bank forms. Processes application for MC, DD, 3 rd Currency Draft, FT, FX buy & sell and Telegraphic Transfers ensuring request were supported by properly accomplished MTAF and TTAF including specific purpose of the request and approval of authorized bank officer to ensure that proper documentation is in place. Performs and assumes assigned tasks such as designated regular/alternate holder of combination / keys that shall be documented through standard Keys and combination memo to strengthen the responsibilities over branch premise, assets and define role as custodian. Reports fraud/potential fraud or any irregularities noted in the branch elevation of issues/ irregularities noted to proper authorities for proper disposition to immediately prevent /detect potential fraud from happening Quality Orientation Processes backroom operations, including processing accounting entries, unposted inward returns, and branch-related expenses and fees, such as cost of checkbooks, ATM card replacements and Bank Certifications with the necessary approval from branch officers to comply with established processing standards. Manages end-of-day tasks, which involve cash balancing, verifying the accuracy of transactions processed by peers, recording any discrepancies, securing the cash box prior to turn over to BCM/BSO, and generating EOD MV Tellering reports. It also includes scanning and verifying transaction documents, organizing all posting media (deposit/withdrawal/UTS slips, encashed checks etc.) together with MV Tellering transaction summary, and submitting them to the BCM/BSO. Risk Management, Security, and Information Assurance Mandates the secure log-off of terminals by using “Ctrl+Alt+Delete” and locking of cash drawers and station terminals when unattended, to prevent unauthorized access. Maintains the confidentiality of the assigned User ID password, with accountability for all associated transactions and enforcing password updates every 90 days or as needed to deter unauthorized use. Participates in referring bank product without hard targets. It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time. JOB QUALIFICATIONS Years of Work Experience : Fresh graduate / less than 1 year of experience Educational Attainment/ Required course (if applicable) : Bachelor's Degree / Open to any field of study Required Certification/Professional License ( if applicable ): N/A Field of Specialization ( if applicable ): Banking and Finance Knowledge and Skills Requirement Knowledgeable branch banking operations is an advantage but can be acquired through proper training and seminars. Good interpersonal skills, effective communication skills, and service-oriented Capable of effective communication with clients and colleagues, maintaining a pleasant manner during interactions.