ANJIE C. ARIÑOLA

Outbound telesales team to execute various activities related to telesales, cross sell, in line with business requirement.

• Utilize any opportunity to crossell through telesales.
• Call predetermined customers and proactively sell a product of the bank.
• Ensure realistic commitments are made to customers and render them excellent service to differentiate ourselves from the competition.
• To be able to maintain/update customer information on to the database.
• Ensure each application sourced fulfills all criteria the bank has set.
• Ensure strict compliance on documentation is followed as per policy norms.
• Bring in quality customers to the bank, which leads to quality references thus ensuring each case is profitable to the bank.
• Ensure clean and healthy sourcing without resorting to quick-fix measures and fraudulent practices that may affect performance of the portfolio.
• Daily Checking of submissions to manage better approval rates.

NOTE:

Annual Appraisal 2019 achieved 134% of overall target (Excellent Rating).

Annual Appraisal 2018 achieved 152% of overall target (Excellent Rating).

Annual Appraisal 2017 achieved 128% of overall target (Excellent Rating).

Annual Appraisal 2016 achieved 173% of overall target (Excellent Rating).

Annual Appraisal 2015 achieved 175% of overall target (Excellent Rating).

Constantly meets product target every month.

Certificate of achievements can be provided.

• Provide efficient administrative functions for the requests made by clients carefully following guidelines and support to the Consumer Banking Operation’s department.
• Provide accurate, efficient and timely support to all inbound customer requests and customer feedback giving them consistent and unparalleled service experience, meet and exceed customer expectations.
• ESSENTIAL FUNCTIONS:.
• Evaluate and correct if necessary, all financial requests prior to approval.
• Evaluate and ensure accuracy of all non-financial requests received from Contact Centre prior to approval.
• Review redemption requests prior to upload and online redemption.
• Process upload of financial requests within agreed Turn-around time.
• Review, craft existing procedures or workflow.
• To recommend new procedures to streamline and enhance processes and execute departmental procedures.
• To be able to give inputs to the team and to all Consumer Banking Operations Unit.
• Assist the Unit Head in conducting refresher trainings to Frontline Support Staff.
• Ensure compliance with established work rules and regulations.
• Continually motivate, coach, train & develop frontline support unit team members to be able to improve service and quality.
• Ensure resolution of customer complaints within turn-around time referred by their team members or Unit Head.
• Conduct one on one dialogue with members.
• Ensure checking of personnel leave requests, overtime work, job rotation, career pathing and succession.
• Ensures compliance with Health and Safety group and local policies, rules and regulations.
• Ensure compliance with the group standards and regulatory requirement pertaining to Anti-Money Laundering and Knowing Your Customer.
• Performs other functions/special tasks that may be assigned by the Consumer Banking Operations Head / Payments Head.
• Ensure immediate resolution of complaints and feedback is given to the respective Company Authorized Representatives or Relationship Managers.

• Handles outbound calls on static data change requests.
• Assist walk-in clients and execute end to end requests.
• Process upload of financial requests within agreed Turn-around time.
• Assist the Unit Head in conducting transactions within turn-around time.
• Act as back-up if a Team member is not around.
• Ensure that documents are organized and properly filed.
• Ensure compliance with established work rules and regulations.
• Attend weekly/monthly Team meetings.
• Actively participate in the Business Continuity Plan (BCP) testing, provide timely feedback on Business Continuity Plan matters, and make themselves available during contingency situations.
• Frontline Support Officer should be fully conversant and knowledgeable of the most updated Business Continuity Plan and should keep a copy of the departmental call tree readily accessible at his/her place of residence.
• Ensures compliance with Health and Safety group and local policies, rules and regulations.
• Ensure compliance with the group standards and regulatory requirement pertaining to Anti-Money Laundering and Knowing Your Customer.