About The Role

JOB SUMMARY

The Senior Account Services Officer is responsible for performing and overseeing account servicing activities, including customer onboarding, account opening and maintenance, KYC/CDD/EDD, customer information updates, debit card handling, customer inquiries and complaints, records and accountable forms management, and other branch account services functions.

In addition to handling day-to-day Account Services activities, the Senior Account Services Officer serves as a subject matter resource and escalation point for complex or non-standard transactions, supports quality assurance and regulatory compliance, assists in coaching and guiding Account Services Officers, and helps ensure operational continuity across shifts.

The role requires strong knowledge of branch banking operations, customer due diligence, regulatory requirements, operational risk and internal controls. The position requires working on a shifting schedule, including different work shifts as required by business and operational needs.

DUTIES AND RESPONSIBILITIES

CUSTOMER ONBOARDING, KYC AND ACCOUNT OPENING

Conduct customer due diligence (CDD) and Know-Your-Customer (KYC) procedures in accordance with regulatory requirements and company policies.
Review and validate the legitimacy and acceptability of proof of identity and other supporting documents submitted by customers.
Immediately identify and escalate suspected counterfeit, fraudulent, altered, or suspicious documents and transactions.
Validate the completeness, accuracy, and consistency of customer information reflected in the Customer Information Sheet, Account Opening Form, and supporting documents.
Conduct signature verification in accordance with established procedures.
Ensure proper documentation and filing of proof of identity and other account opening requirements.
Create customer profiles and open accounts in the Core Banking System (CBS).
Secure the appropriate approval for customer and account creation.
Release passbooks, chequebooks, Time Deposit Certificates, and other account-related documents, as applicable.
Ensure Account Opening Document Sets are properly scanned, indexed, filed, and retained.
Perform Enhanced Due Diligence (EDD) for customers and transactions requiring additional review.
Handle and/or provide guidance on complex, non-standard, high-risk, or escalated onboarding cases.
Conduct quality checks on account opening and KYC/CDD documentation, as assigned, to ensure compliance with internal and regulatory requirements.

CUSTOMER ACCOUNT MAINTENANCE AND SERVICING

Validate customer documents presented in support of customer-initiated information updates.
Perform customer profile updates resulting from customer requests, periodic reviews, or other bank-initiated activities.
Maintain customer accounts in the system based on authorized customer requests and bank-initiated activities.
Prepare customer notifications and monitor their delivery status.
Ensure account maintenance activities are properly authorized, documented, and completed within the required turnaround time.
Review and resolve complex account servicing concerns and provide guidance to Account Services Officers when necessary.
Identify unusual or potentially suspicious account activity and promptly escalate in accordance with established procedures.

CUSTOMER INTERACTION AND COMPLAINT RESOLUTION

Attend to customer queries and account servicing requirements at the branch.
Respond to customer inquiries received through approved communication channels, including email.
Handle customer complaints professionally and ensure timely resolution or escalation.
Serve as an escalation point for complex or sensitive customer concerns within the authority of the role.
Perform customer call-outs, including Time Deposit maturity notifications, bounced cheque notifications, and other account-related communications.
Facilitate the release, monitoring, pick-up, and/or replacement of bounced cheques, as applicable.
Ensure customer interactions are handled in accordance with established service standards, data privacy requirements, and company policies.
Assist Account Services Officers in resolving difficult customer situations and service-related concerns.

DEBIT CARD HANDLING

Release debit cards to customers and ensure proper tagging and documentation in the system.
Process card blocking for reported lost or stolen cards in accordance with established procedures.
Ensure aged, unclaimed, or otherwise eligible cards are properly destroyed following prescribed controls.
Maintain proper custody, inventory, monitoring, and documentation of debit cards under Account Services.
Investigate and escalate discrepancies or exceptions relating to debit card inventory and handling.

RECORDS, ACCOUNTABLE FORMS AND VAULT CUSTODIANSHIP

Safekeep accountable forms and maintain accurate records of their issuance and utilization.
Ensure Account Opening Documents and proof of deposit are secured and organized during branch banking hours.
Act as dual custodian for the safekeeping and release of cheques received for deposit to the Depository Bank.
Perform Fire-Proof Cabinet/Vault custodianship responsibilities in accordance with established dual-control procedures.
Ensure physical and electronic files are maintained securely, systematically, and within the prescribed retention period.
Monitor compliance with document safekeeping, records management, and retention requirements.
Promptly investigate and escalate discrepancies involving accountable forms, customer documents, cards, cheques, or other controlled items.

OPERATIONAL CONTROL AND QUALITY ASSURANCE

Ensure Account Services transactions are completed accurately and within agreed turnaround times and service-level standards.
Perform review or quality assurance activities on transactions and documents, as assigned, to identify errors, control gaps, and potential regulatory issues.
Monitor outstanding, pending, and exception items and ensure timely resolution or escalation.
Assist in ensuring proper implementation of maker-checker, dual-control, authorization, and other operational control requirements.
Proactively identify operational, compliance, fraud, and customer service risks and recommend appropriate mitigating controls.
Promptly report concerns, control deficiencies, recurring errors, and potential issues that may impact branch operations.
Assist the immediate supervisor in root-cause analysis and implementation of corrective and preventive actions.
Support internal, external, regulatory, and compliance audits by ensuring documents and records are complete and readily available and by assisting in addressing audit findings.

END-OF-DAY, SHIFT AND OPERATIONAL SUPPORT

Generate and/or review End-of-Day (EOD) reports covering accounts opened and other Account Services activities and submit required reports to the Service Delivery Head or designated approver.
Ensure pending transactions, exceptions, customer concerns, and operational issues are properly documented and endorsed during shift handovers.
Support smooth operational continuity between shifts and ensure critical items are appropriately communicated to the incoming team.
Serve as the senior Account Services resource during the assigned shift when required.
Escalate urgent operational, customer, system, compliance, or control issues to the appropriate supervisor or stakeholder.
Act as a reliever based on the established relief arrangement when team members are on leave or when required by operational needs.
Work on a shifting schedule and provide coverage across assigned shifts based on branch and business requirements.

TEAM SUPPORT, COACHING AND KNOWLEDGE SHARING

Provide day-to-day guidance and operational support to Account Services Officers and other team members.
Assist in onboarding and training new team members on Account Services processes, controls, systems, and regulatory requirements.
Share updates on procedures, policies, regulatory requirements, and identified best practices with the team.
Provide constructive feedback to Account Services Officers based on observed errors, process gaps, and opportunities for improvement.
Assist the immediate supervisor in monitoring adherence to procedures, service standards, and operational controls.
Promote consistent execution of Account Services processes across team members and shifts.

PROCESS AND SYSTEM IMPROVEMENT

Identify processes, controls, and systems that may be improved while ensuring appropriate risk mitigation and controls remain in place.
Recommend and initiate process improvement activities that enhance operational efficiency, customer experience, compliance, or control effectiveness.
Participate in User Acceptance Testing (UAT), User Verification Testing (UVT), and implementation activities for new systems or system enhancements affecting Account Services.
Provide operational feedback on proposed system and process changes based on actual branch experience.
Assist in documenting procedures, process changes, operational guidelines, and control requirements as necessary.
Participate in Business Continuity Plan (BCP) activities, testing, and other operational resilience initiatives.

REGULATORY COMPLIANCE AND RISK MANAGEMENT

Assist in combating money laundering, terrorist financing, fraud, and other financial crimes by ensuring required KYC, CDD, EDD, transaction monitoring escalation, and other prescribed processes are properly followed.
Ensure compliance with applicable requirements of the Bangko Sentral ng Pilipinas (BSP), Anti-Money Laundering Council (AMLC), Philippine Deposit Insurance Corporation (PDIC), Bureau of Internal Revenue (BIR), Data Privacy Act, and other relevant regulatory and governing bodies.
Maintain awareness of regulatory and policy changes affecting customer onboarding, account servicing, and branch operations.
Ensure strict adherence to the company's policies, procedures, internal controls, Code of Conduct, and information security and data privacy requirements.
Promptly identify and escalate suspicious, unusual, non-compliant, or potentially fraudulent activities.
Perform other duties and responsibilities that may be assigned from time to time in support of branch, Account Services, and business requirements.

EDUCATION, EXPERIENCE AND COMPETENCIES

EDUCATION AND EXPERIENCE

Bachelor's/University degree in Banking and Finance, Business Administration, Accounting, Financial Management, or any related business course.
At least 4–5 years of relevant banking experience, preferably in branch operations, account services, customer onboarding, or a similar function.
Demonstrated experience in customer onboarding, account opening, account maintenance, KYC/CDD, and branch banking operations.
Experience handling complex customer servicing cases, operational exceptions, or escalations.
Prior experience providing guidance, coaching, quality checking, or operational support to junior team members is preferred.
Strong working knowledge of Core Banking Systems and other systems used for customer onboarding and account servicing.
Must have completed relevant Signature Verification and KYC/CDD/AML training or seminars.

KNOWLEDGE AND TECHNICAL COMPETENCIES

Strong knowledge of branch banking and Account Services operations.
Strong understanding of KYC, CDD, EDD, AML, customer identification, and account opening requirements.
Good working knowledge of BSP regulations and other applicable regulatory requirements.
Strong understanding of operational risk, internal controls, maker-checker principles, dual control, and proper records management.
Ability to identify suspicious documents, unusual customer circumstances, operational exceptions, and potential compliance issues.
Ability to analyze operational issues and recommend practical and properly controlled solutions.
Strong attention to detail and commitment to accuracy.

BEHAVIORAL AND LEADERSHIP COMPETENCIES

Strong customer service orientation and ability to handle difficult or sensitive customer situations professionally.
Good verbal and written communication skills.
Strong problem-solving and analytical skills with a structured approach to resolving issues.
Ability to provide guidance, coaching, and support to junior team members.
Demonstrates ownership and accountability for assigned responsibilities and operational issues.
Ability to work independently with minimal supervision and exercise sound judgment within established authority.
Good risk awareness and ability to identify, assess, escalate, and mitigate operational risks.
Good interpersonal and collaboration skills.
Highly organized, detail-oriented, innovative, and results-driven.
Ability to manage multiple priorities in a fast-paced operational environment.
Ability to work effectively with individuals from diverse cultures and backgrounds.
Proactive in identifying issues and finding appropriate solutions while observing established controls and escalation protocols.
Demonstrates professionalism, integrity, confidentiality, and sound judgment in handling customer and company information.
Ability to remain effective and maintain service and control standards during high-volume periods.

WORK SCHEDULE

Must be willing and able to work on a shifting schedule based on operational and business requirements.
May be required to provide coverage for different shifts, weekends, holidays, or extended operating hours, subject to the company's established work arrangements and applicable policies.
Must ensure proper endorsement and handover of pending transactions, customer concerns, exceptions, and operational issues between shifts to maintain continuity of operations.