Branch Experience Ambassador (Banking Operations)

TL;DR

Branch Experience Ambassador (Banking Operations): Supporting customers across branch and back-office banking operations with an accent on service delivery, customer onboarding, KYC verification, and issue resolution. Focus on explaining banking products, managing end-to-end customer requests, handling complaints and operational risks, and training future branch ambassadors.

Location: Hybrid in Mandaluyong, Philippines

Company

hirify.global operates in digital banking and provides banking products and customer-facing financial services.

What you will do

• Document and coordinate Service Delivery Branch Experience Ambassador processes with banking operations stakeholders.
• Answer customer, relationship manager, branch, and service delivery inquiries through back-office and in-person channels.
• Explain product features and terms, support onboarding and account creation, and manage document collection and digitization.
• Process customer requests, account maintenance, bank document releases, return-to-sender cases, and customer call-outs.
• Review and verify customers for mobile application registration and onboarding, including KYC activities.
• Monitor KPIs and KRIs, escalate issues, support records cleanup, and train future Branch Experience Ambassadors.

Requirements

• University degree in Banking and Finance or a related business field.
• At least 3 years of relevant banking industry experience.
• Strong knowledge and experience in teller services or branch operations.
• Sufficient knowledge of BSP regulations and acceptable risk management skills.
• Completed official signature verification and KYC/CDD training or seminars.
• Strong communication, interpersonal, problem-solving, organizational, and multitasking skills; able to work independently with minimal supervision.

Culture & Benefits

• Hybrid work arrangement in Mandaluyong.
• Collaboration with Service Delivery, Banking Operations, compliance, relationship managers, and other stakeholders.
• Fast-paced environment requiring flexibility, initiative, and attention to detail.
• Responsibilities include maintaining relief coverage during leave and ensuring timely process completion.