RCBC SavingsBank
Located at: G/F Emerald Business Center, Along Mcarthur highway,
Brgy. Dolores, CSFP
TEL NO: (045) 436 3951WEBSITE: rcbcsavings.com
Narrative Report OutlineI. The Goals of My Off-Campus
Practice
A. Personal SkillsB. Business Skills
II. Companys Background/Profile
III. The Nature of my Work in the Office
IV. Getting Along on the Job
A. New Friends I AcquiredB. Observation on the Rules and
Regulations of the Office For the Employees For the Student
TraineesC. The Floor Plan of my Office
V. An Evaluation of my TrainingA. Office Procedures I Learned
and Applied What is the organizational set up of the department?
What are the different sections and function of each section? How
are sales conducted? What are the marketing aids/promotional
gimmicks used? What sales records are kept in the department? What
reports are made by the department?B. Office Equipment OperatedC.
Duties and Responsibilities / Work Done in the OfficeVI. Observed
Organizational Values Interpersonal Relationships Working
Relationships with the Executives & Co-Workers Teamwork Quality
Of Service Delivered Punctuality Personal Grooming
VII. Problems Encountered During my Training and How I Solved
ThemVIII. Recommendations/Feedback
I. The Goals of my Off-Campus Practice To gain more
understanding in Marketing. To gain more knowledge in Marketing. To
have a view and at the same time learn how the real world works. To
develop a sense of responsibility. To develop my Interpersonal
skills. To experience working on a team. To gain self-confidence
and maturity through attention to qualities that is needed in the
world of work. To acquire ability to work harmoniously with
employers, workers and customers.A. Personal Skills Good
communication skills Good Interpersonal skills Computer literate
Creative Leadership and Teamwork Relational Skills Flexible
Cooperative Good attitude
B. Business SkillsEveryone possesses an individual, unique
talent and knowledge. And through combining the knowledge and the
unique talent, everyone will be able to put up their own business,
or help other businesses to achieve their corporate goals.
Individual skills are important but as you put up your business you
need to act as a leader, and as a leader you will have followers,
and youll need to know on how are you going to motivate your
employees, and a good leader or a business person must possess a
good listening skill to understand the needs of your employees and
customers. And as a business person you need to be competent, this
is the most needed in the industry that everyone should possess to
gain confidence and make you proud. Being knowledgeable can make
you competent and that is what I want to incur. Being
goal-oriented, risk taker, and being motivated these are my
important business skills. II. Companys Background/ Profile The
CompanyRCBC's main line of business covers Corporate and SME
banking, Retail banking including Consumer lending, Credit Cards,
Wealth Management, Trust, Treasury, Investment Banking and
Remittances. RCBC has also ventures in the microfinance business to
service the smallest entrepreneurs via Rizal Microbank. The
Corporate Banking Group ("CBG") caters to four distinct major
customer segments: (i) top-tier corporations, (ii) Japanese
multinationals, (iii) Filipino-Chinese businesses, and (iv) Small
and Medium Enterprises. The Bank has maintained a long and mutually
profitable relationship with Japanese entities operating in the
Philippines, originally stemming from its affirmation with Japan's
Sanwa Bank (now BOTM). RCBC is also a major player in the Filipino
Chinese Market.
The Retail Banking Group ("RBG") provides a range of products
and services to RCBC's 6.01 million customers mainly through the
Bank's distribution channels totaling 448 branches, 1,181 ATM's,
phone, mobile phone and the Internet. These services include debit
cards (RCBC MyWallet), Tiered Interest Savings Accounts. In
remittances, RCBC has international operations servicing Overseas
Filipino Workers (OFWs), consisting of several wholly-owned
subsidiaries such as RCBC TeleMoney Europe Spa and through
relationships with other banks, exchanges and other international
money transfer agencies. A full range of customer finance products
such as home mortgages, auto, and personal/salary loans is provided
by the Bank's consumer banking arm, RCBC Savings Bank, while credit
cards variants are under the brand RCBC Bankard. The Wealth
Management Group manages the financial and investment needs of high
net worth clients and emerging affluent clients. The bank, through
its Global Transaction Banking Group, also provides cash management
services such as check invoicing, integrated collection,
disbursements and remittance services. RCBC Capital Corporation,
the investment banking arm of RCBC, offers a range of services
which include: (i) the underwriting of equity, quasi-equity and
debt securities for private placement or public distribution; (ii)
the syndication of foreign currency or peso loans; and (iii)
financial advisory services. RCBC Securities, a wholly-owned
subsidiary of RCBC Capital, is engaged in the electronic and
traditional trading of listed securities. RCBC Forex Corporation is
a subsidiary of RCBC dedicated to foreign exchange, offering both
local and international clients with expertise in dealing and
brokering major world currencies.
History & BackgroundRCBC Savings Bank is a wholly owned
subsidiary of one of the country's top universal banks, Rizal
Commercial Banking Corporation (RCBC). RCBC Savings Bank was
incorporated on the 15th day of January, 1996 to provide retail
banking services to its target clientele and serve as the consumer
and retail banking arm of RCBC.RCBC Savings Bank formally started
its thrift banking operations on the 27th day of February, 1996. It
grew extensively in just over a year, from a lean one-branch
organization with a seven-man skeletal force to an institution with
a network of six branches supported by 106 full-time personnel in
1997.In September 1998, RCBC Savings Bank acquired selected assets
and assumed deposit liabilities of Capitol Development Bank. As a
result of the strategic alliance, the Bank further widened the
reach of its branch network and became the 2nd largest thrift bank
in the country with 142 business centers, 5 extension offices, 15
provincial lending centers and 9 provincial lending desks.To boost
the Banks growth and support the direction to further advance its
move to redefine its position in the Thrift Bank industry,
shareholders of the Bank infused more capital in terms of issuance
of new shares of stock in early 2004 and 2005.RCBC Savings Bank
upholds its direction to rationalize and expand their business
center network, along with RCBC, in order to utilize its branch
network effectively, maximize its reach and serve a wider client
base. Today, it continues to provide seasoned banking products and
hone its financial capabilities to preserve the niche it has carved
in the domestic banking market.
RCBC Savings Bank is a member of the Yuchengco Group of
Companies (YGC), composed of major players in all three aspects of
Integrated Financial Services banking, insurance and investment.
YGCs core members include the Rizal Commercial Banking Corporation,
Malayan Group of Companies, Great Pacific Life Insurance Group of
Companies and House of Investments. All of which gear towards one
vision to be known as an Integrated Financial Services group of
companies its members working for the people it serves.
CredoTo be the most admired and trusted profitable financial
services group providing and adapting to customers' changing needs
- for every Filipino worldwide - through innovative products,
excellent service and a highly motivated, committed and impassioned
team.
MissionAs a leading Consumer Bank,Our main concern is the
quality of life of the family. We shall provide diversified and
excellent products and services that will guarantee our customers
full satisfaction throughout their lifetime.As a highly motivated
organization,We shall work as a team, recognizing the role of each
and every member in realizing our goals anchored in the overall
objectives of YGC which we are proud to be a part of.As a
distinguished financial institution,We will conduct business with
the highest degree of excellence and professionalism, ensuring
optimum return to our share holders.
III. THE NATURE OF MY WORK IN THE OFFICEIt is really toxic
working in bank since every task is vital and critical. Let me say
its also confidential when it comes to personal information.
(amount deposited by each of the branchs client.) So, the nature of
my job in the office is mostly filing documents.
PHOTOCOPYINGPhotocopying the cleared checks for the banks
copyPRINTING The daily forex exchange List of dormant accounts The
cash and check deposit slipFILING/SORTING Filing of signature cards
Sorting of signature cards. (By alphabet, it depends on what kind
of account) Sorting of Statement of account(SOA) that will be sent
soon to clients Filing of Time deposits. Filing of different books.
(deposit slip books, managers check record etc.)STAMPING DOCUMENTS
Stamping Documents such as the forms for different application of
account
ANSWERING PHONECALLS Answering the calls when my supervisor is
kind of busy Calling different branches to update some information
coming from the branch managerSALES ACTIVITY We had an activity
done outside the branch which I think is very related to my course.
It was a sales activity done in Collegio de San Sebastian. The
Purpose of the activity is to generate production. This means that
were reaching out for those who are, somehow, not available during
Banking hours. These are the students, faculties and the staffs of
the school. We brought application forms for those interested to
open an account on some of our best offered accounts.ASSISTING THE
CLIENTBy looking forward to greet every client that enters our door
with smile, followed by asking what are their needs and somehow
entertaining them with random positive questions to let them feel
that they are valued. Then, passing them to the employees which can
really attend to their needs.
IV. Getting Along on the JobA. New Friends I AcquiredName:
Francis ran ManabatPosition: Co-OJT Name: Ms. Karen E.
MaligPosition: Branch ManagerName: Mr. Alfred De GuzmanPosition:
CROName: Ms. Tere GunioPosition: CSHName: Ms. Marie
AustriaPosition: Operations ManagerName: Mr. Ralph Manalo, Ms.
Marian, Ms. Sheena.Position: Bank TellersName: Ms. Faye Acosta, Ms.
Maan BrionesPosition: Under New accounts
B. Observation on the Rules and Regulations of the OfficeFor the
EmployeesAll employees are governed by the Bank's Code of Conduct,
which revolves around the Core Values of the company. It is
designed to serve as a guide to employees on how they should
conduct themselves within and outside the Bank premises and in
dealing with clients/customers and co-associates. The Code of
Conduct is made available in the company's intranet and discussed
during the employee orientation program of newly hired employees.
The Human Resources Group in conjunction with the line managers is
responsible for dissemination of the Code as well as subsequent
updates and monitoring compliance thereof. Adherence to this Code
is the responsibility of each and every associate. It is
administered uniformly throughout the Bank and is independent of
the practices of other banks. It is a condition for continuous
employment. Any breach of this Code may result in disciplinary
action ranging from reprimand to termination of employment,
depending on the gravity of the offense, after the observance of
due process. All employees are required to adhere to and uphold the
tenets of the Code of Conduct and to report any violation thereof
to a more senior officer, the Security Department, the Internal
Audit Division or the Human Resources Group. The Code of Conduct is
divided as follows:
Treatment of ClientsAs a service-oriented organization, all
employees are expected to provide consistent, excellent and
reliable service to both internal and external clients. The Bank
adopts and trains its associates to abide by the following Service
Formula: Preparation + Interaction + Follow-through = Service
Beyond Expectations Treatment of Bank AssetsAll employees are
mandated to protect the Bank's assets and to use the same for
authorized business purposes only. Guidelines for the Treatment of
Bank Assets is divided into four (4) major categories: (1)
Proprietary Information; (2) Bank Funds and Property; (3) Bank
Records; and (4) Goodwill and Reputation.
Treatment of OthersLiving out the Bank's Core Values in
day-to-day interaction with colleagues assures a work environment
that is harmonious, productive, work inspiring, healthy and safe,
free from discrimination, harassment and intimidation. Attitudes
and behavior that undermine this goal hampers productivity and
discourages meritorious performance, thus, are not tolerated. This
section also includes the Bank's Anti-Sexual Harassment Policy,
including the procedure for investigation and resolution of
complaints involving sexual harassment. Conflict of InterestsThe
Bank's policy on conflict of interests is simple - Do not compete
with or unduly benefit from RCBC or any of the Yuchengco Group of
Companies and never let business dealings on behalf of RCBC be
influenced by personal or family interests.
Knowledge, Understanding and ComplianceAll employees must ensure
understanding of and compliance with all Bank policies and
Philippine laws directly affecting his/her employment.Code of
DisciplineBreach of the Code of Conduct is subject to the Code of
Discipline which sets forth the types of penalties which may range
from reprimand, warning, suspension without pay, termination or
dismissal from employment, payment, demotion and/or reduction of
pay/benefits, and permanent transfer depending on whether the type
of offense is minor, serious, or grave. There are specific
penalties attached to specific offenses.
For the Student TraineesThe company expects a good ethics from
the trainee and this must observe by those who entered in RCBC
Savings Bank to be trained. The company is also prohibiting the
misbehavior of the student trainee to protect their employees and
the properties inside the office.They must also observe the rules
and regulations of the company as what employees also follow.
Student trainee should be punctual, and apply the rules like: break
time, holidays, and rest day. Trainee must possess good attitude,
proper grooming and dress, and the willingness to learn. They shall
inform the supervisor whenever they would not come in the office
and site the reason.
V. AN EVALUATION OF MY TRAININGa. What is the organizational
set-up of the department?
BRANCH MANAGER
OPERATIONSMANAGERCUSTOMERRELATIONS OFFICERNEW
ACCOUNTSASSISTANTSMESSENGERBANK TELLERS
CRO
CSR
What are the different sections and their respective functions
of each section?Branch Manager The Branch Manager is responsible
for the administration and efficient daily operation of a full
service branch office, including operations, lending, product
sales, customer service, and security and safety in accordance with
the Bank's objectives. Develops new deposit and loan business;
provides a superior level of customer relations and promotes the
sales and service culture through coaching, guidance and staff
motivation; achieves individual and branch sales goals through new
business sales, referrals and retention of account relationships.
Provides leadership, training and supervision; delegates day to day
operations to the Operations Officer or other branch personnel.
Responsible for attaining established Bank and branch goals through
active participation in sales management and officer call programs.
Participates in community affairs to increase the Bank's visibility
and to enhance new and existing business opportunities. May perform
duties in the absence of the Operations Officer or other such
management capacities as directed by the Regional
Manager.Operations Manager The operations manager supports the
branch manager by overseeing the efficient operation of the branch
to ensure all operational functions are completely and properly
performed by the staff while conveying a feeling of trust, service,
security and satisfaction to customer and staff. The duties of the
assistant bank branch manager are contingent on the scope of the
services that are offered at the facility. The position is
responsible for overseeing the teller function, ATM balancing,
night depository processing, Brinks processing and customer service
duties. The assistant bank branch manager must have a familiarity
with IRA services and personal banking products and services.
Although not primarily responsible for account opening
administration, the assistant bank branch manager will be available
to assist the personal bankers during peak periods.
Essential Functions Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions. Ensures the branch and vaults are opened and closed on a
timely basis. Enforces dual control procedures at all times.
Facilitates teller buys and sells to the vault. Balances vaults,
coin machines, taxes, FICA, etc. Audits teller drawers. Maintains
monthly branch efficiency logs. Assists new tellers with training.
Oversees teller duties and assists line with customer transactions
during peak periods. Keeps staff informed of pertinent changes in
operational policy and procedures. Prepares teller performance
appraisals and disciplinary notices as required. Schedules tellers
for adequate coverage at all times. Performs pre-audits to ensure
ongoing adherence with compliance procedures. Maintains and tests
alarms and other security devices. Keeps educated on all deposit,
business and consumer loan products. Maintains adequate supplies at
the facility. Balances and troubleshoots ATM/debit card concerns.
Maintains proper teller and vault cash levels, including ordering
coin and currency. Reports facility/building concerns to
maintenance. Ensures excellent customer service skills are
practiced by all the teller staff members. Meets with staff
regarding branch security and safety issues. Facilitates meetings
to disseminate operational information. Competencies Business
Acumen. Customer/Client Focus. Ethical Conduct. Financial
Management. Decision Making. Supervisory Responsibility Supervises
bank branch employees.CROTo perform all sales related activities
for existing and potential customers to achieve the assigned
financial targets. This also includes cross selling of all bank
products and services, handling customer enquiries and delivering
excellent service through communication and team work.
Reporting to the Customer Relationship Manager, your
responsibilities will be: Ensure full awareness of all products
provided and is constantly updated on all changes and amendments on
product features, procedures and processes. Promote Bank products
by providing consistent, accurate and transparent information to
customers. Achieve sales targets assigned and contribute to the
overall achievement of the team. Maximize on cross selling growth
of existing customer base and identify new potential selling
opportunities. Follow up and close selling/cross selling lead
referrals. Pro-actively participate in Bank products campaigns
& promotions Consistently illustrate high levels of customer
orientation and professionalism in day to day conduct. Ensure that
all service levels and agreements are being met consistently
without any fail. Establish and maintain strong professional
relationships/connections internally and externally (Maintain
Standard level of CSS results). Ensure adherence to cut-off times
and deadlines. Perform occasional duties assigned. Ensure right
segmentation to match customer profile Ensure implementation of
strategic initiatives (TSE& Itqan) & channel
migration(IB,MB & Email) Educate self on existing procedures
and products Participate in In-house training programmes and
workshops. Attend HR training courses nominated by line management.
Attend product training, presentations and road show events.
Proactive self development Ensure that Bank policies and guidelines
are consistently & strictly followed. Comply with committed
turn around times and laid down procedures. Perform adequate care
and diligence in day to day conduct to protect Bank from financial
and non-financial loss.CSRThe Bank Customer Service Representative
job is one that deals with constant communications. These
communications may take place face-to-face or in a virtual setting
(or in a combination of both.) Common duties for a Bank Customer
Service Representative to perform include: helping customers manage
their funds; answer questions regarding the banks products and
services; troubleshoot problems related to customer finances and
management; research and solve issues as they arise; learn sales
techniques to entice customers to try new bank products and
services; input customer and bank data; train other Bank Customer
Service Representatives and bank employees; contact customers; be
in charge of the bank vault; process payments; and monitor the
finances held at the bank.There is a high degree of trust placed in
Bank Customer Service Representative job holders, and they must
prove that they are client-focused, credible, patient, capable and
organized team players.
New Accounts AssistantsA new accounts officer at a bank, often
known as a new accounts representative, helps customers set up new
checking, savings, and investment accounts. Even though they work
with loan officers to meet client needs, they usually only help
with preliminary customer requests and general product offerings
but don't perform underwriting duties or finalize loans. New
accounts representatives help individuals with personal banking
needs and assist business owners with commercial banking
demands.Bank TellersThe rustling of money is music to most people's
ears, the responsibility of handling it is something else
altogether. But if you can deal with the pressure of managing one
of the most important assets in our culture, then being a bank
teller is a pretty sweet job.Minimal education is required; as long
as you have a head for numbers, a high school diploma and a clean
background check (you will be handling a lot of cash, after all)
most employers will be willing to train you on the job. The pay
might not be as cushy as some other banking professions, but the
work environment is usually pleasant. Whether the temperature
outside is sky-high or sub-zero, bank tellers are serving their
customers while cocooned in comfort behind their ergonomic
desks.MessengerAs a bank courier, you will have to record
information, such as whether items were received or delivered and
the recipient's response to messages. Couriers have to obtain
signatures and payments, as well as arrange for receipts to make
payments. They must also plan and follow the most efficient routes
for delivering items. In addition to delivery, a courier must
perform routine maintenance on the vehicle she is driving by
monitoring fluid levels and filling the vehicle with gas. As a bank
courier, you must check with certain offices to confirm deliveries
and get instructions on more deliveries.B. OFFICE EQUIPMENT
OPERATEDComputerThis is the most important tool I need for everyday
use.
PrinterThe printer is important because we need to print the
contracts and other materials we use or give to our
customers.TypingTyping the contracts, the petty cash, palengki
list, & occasion board.StaplerThe stapler at the accounting
department is the one that I always used in attaching the
forms.
VI. OBSERVED ORGANIZATIONAL VALUES Interpersonal
RelationshipsThose who are at customer relationship department are
excellent at interpersonal relationship especially to their
clients, they can really persuade their clients to patronise the
products and services of the bank.Greeting, smiling, confident and
being polite are the important things I was observed that one
should posses, because these attitudes can help you to persuade
your clients, especially that there are customers who are rude or
will always complain about your service, and for you and for the
company not to be put in a bad image, you still need to treat them
nice, answer them politely.Thats why I felt like I was able to
adapt their skills, I always observed on how they persuade and how
they talked to their customers. Working Relationships w/ the
Executive & Co-WorkersRespect is a critical element in every
organization, you need to respect your co-workers. It doesnt matter
if your position is higher than their position. Which, I think, is
really being valued at any banks; they know how to respect each
other. As for me, I was able to adjust easily because the people
are very friendly and they will help and teach how to do your job
at first and then will let you do on your own. They have a good
working relationship with one another because the people there are
very friendly.
TeamworkAt RCBC Savings Bank, they work as a team and this team
is really doing their job, they are very effective and efficient
with their work, members of the team know how to listen and follow
to their supervisors. You can say that their job are being done
rightly because during peak days they are still able to serve their
clients and they are still able to provide their best service to
them. Quality of Service DeliveredWe cant please everyone, but I
think, in terms of delivering the service, RCBC Savings Bank is
doing a great job in satisfying the needs of their clients, they
are doing their best in doing and providing the service for their
customers. They always think the best way how to properly serve
their clients and always think on building long-term relationship
with their customers. PunctualityI admire that most of the
supervisors at the RCBC Savings Bank always comes earlier to their
subordinates, which I really think is a good thing because a good
leader should be a good example to its followers.When some
employees come late, what they do is they just spend more time in
the office than their usual schedule.Its important especially for
those people under the Reservation Department to come early because
there are customers who are coming early to inquire. Personal
GroomingAll employees are always in their uniforms and they are
always wearing their IDs. And before doing their assigned task they
all make sure that they are properly groomed and look
presentable.
For the bank tellers specially, theyre always looking neat &
clean. Proper hair cut is also being monitored always and wearing
jewelries especially earrings for men are strictly prohibited. VII.
PROBLEMS ENCOUNTERED DURING MY TRAINING and HOW I SOLVED THEM.- To
be honest, I never encountered any problem during my training.VIII.
RECOMMENDATIONS/FEEDBACK OF THE STUDENT TO THE PRACTICUM TRAINING
PROGRAM.Recommendation:I think its much better if the training is
being conducted during summer when in students dont need to attend
their class everyday while doing their training, so that students
will be able to focus in their training and they can train into
other places where in their skills and knowledge will be more
developed. Because its not easy that you are taking your training
and then at the same time you are attending your class everyday
too. And that the seminars at school should be conducted all before
the start of the training so that students dont need to go under
time at their training site. Feedback:The program is really a very
helpful for students to develop their personal skills, &
working relationship with other people.
Holy Angel UniversityCollege of Business and AccountancyAngeles
City
CRITERIA%%
1. Organization10%
2. Content20%
3. Visual Aids10%
4. Analysis20%
5. Recommendation20%
6. Punctuality10%
7. Neatness, Presentation, Cleanliness10%
TOTAL100%
Submitted by: Martin Adrian S. VestilDuration: January 07, 2015
March 06, 2015Submitted to: Ms. Leah Manalang \ Ms. Joy Anne S.
Evaristo
