Course Requirement

Psychologyin Industrial
(PSYCM109)
Recruitment,
Selection
Placement
Plan and
1st semester, S/y 2015-2016

Submitted by:
ECHANO, John Philip
ESMERALDA, Trisha Mae

Submitted to:
SARAH B. ELLORENCO, Ph.D.,
PSYCM09 Instructor

Name of hiring Company: METROBANK (Metropolitan Bank and Trusting

Company)
Headquarters:
Metrobank Plaza, Sen. Gil J. Puyat Avenue,
Makati City. (632) 8700 - 700
Metrobank is a leading financial conglomerate with diversified business portfolio
including: investment banking, thrift banking, leasing and financing, bancassurance, and
credit cards.
Offers full range banking services to large local and multinational corporations, middle
market and SMEs, high net-worth individuals and retail segment.
Established in 1962 to provide financial services to the Filipino-Chinese community.
Solid track record spanning over 50 years; multi-awarded bank.
Investment grade credit rating.
Majority owned by the Ty Family whose major business interests include financial
services, real estate development, power and manufacturing.

Vision and Mission

To be the countrys premiere financial conglomerate, empowering our individual and business
clients to realize their goals and reach their full potential. By creating and customizing financial
solutions in response to our stakeholders needs, continuously expanding our scope of reach, and

leading in community service, we live up to our Youre in Good Hands promise that embodies
who we are and what we do. We are Metrobank.
WE COMMIT TO BE
The trusted financial partner
Our business relies on the principles of trust, honesty and integrity as we serve our customers
and help them attain their financial goals.
The employer of choice
We strengthen the organization by continuously developing and enhancing the abilities of our
people. We nurture them into professional individuals with integrity and passion for service and
excellence. We ensure their future by providing them with fulfilling careers.
A responsible Bank
We adhere to the highest standards of corporate governance, exercising accountability, fairness,
and transparency across all our business operations.
We exercise good management to provide our shareholders with sustainable returns on their
investments.
An institution with a heart
We give back to the communities we serve, committed to making meaningful contributions to the
economic and social development of our nation.

As a customer service adviser in a bank or building society branch, you would be

a customer's first point of contact. If you enjoy talking to a wide range of people
and you are interested in finance, this job could be perfect for you.
To become a banking customer service adviser, you will need to have excellent
communication and 'people' skills. You will need to be honest and reliable. You
will also need good maths skills.
Some banks may ask for four or more GCSEs or equivalent qualifications. Others
may not ask for any qualifications but will ask you to pass an entry test when
you apply.

Work activities
Your job could include:

processing cheque, cash and direct debit payments and withdrawals

setting up and maintaining customers accounts
dealing with inquiries
promoting and selling financial products and services to customers (if you
have approval to do this)
using a computerized system to update account details
general administration tasks such as maintaining records, opening post
and sending letters to customers
operating UK and overseas currency tills
helping customers with loan and mortgage applications.
With experience, you would handle more complex enquiries and may also
supervise a team. You could also work in a contact center dealing with account
holders over the telephone or by email.

Working hours and conditions

Full-time working hours in high street retail branches are usually between 9am
and 6pm, Monday to Friday, with Saturdays on a rota. Shift work is common in
contact centres, which usually operate six or seven days a week until late in the
evening. Part-time work is widely available.
In a retail branch, you would spend some of your time working at a counter or
front office. In a contact centre you would work at a desk with a telephone
headset and computer.

Income
Starting salaries can be around 12,000 to 17,000 a year.
With experience and supervisory responsibilities, this can rise to between
18,000 and 30,000 a year.
Bonuses and commission for meeting sales targets can increase earnings. Other
benefits can include subsidised mortgages, loans, pensions, shares and
insurance.
Figures are intended as a guideline only.

Entry requirements
Entry requirements can vary between employers. Some banks may ask for four
or more GCSEs (A-C) including English and maths or equivalent qualifications.
Others may ask you to pass a series of selection tests when you apply.
Employers will look for commitment to providing excellent customer service, so
any experience in this area will be useful. It will also help you if you have cash
handling experience and basic computer skills.
Taking a college course in customer service could help to bring your skills up to
date while looking for work. Relevant courses include:
Level 1 Award for Introduction to Customer Service
Level 2 Award/Certificate in Customer Service
You may be able to start this job through an apprenticeship in providing financial
services (banking). You will need to check which apprenticeship schemes are
available in your area. For more information, see the apprenticeships and the
Financial Skills Partnership websites.
GOV.UK
(Apprenticeships)
Financial Skills Partnership
(Directions website)
Background checks by the Disclosure and Barring Service (DBS) will usually be
carried out on all employees working in retail banking. See the DBS website for
more information.

Disclosure and Barring Service

(Home Office website)

Training and development

When you start, you would take part in your employer's in-house training
scheme and learn on the job from experienced staff. Training will usually cover
service standards, product knowledge, company procedures and regulatory
guidelines.
You may also have the chance to work towards a work-based qualification such
as:
Level 2/3 Certificate in Providing Financial Services
Level 3 Award/Certificate in Retail Banking Conduct of Business
Level 3 Certificate/Diploma for Professional Bankers
With experience, you could choose to take further training and qualifications to
develop your career in other areas, such as financial planning or mortgage
advice.
Some employers may offer the opportunity to train on a degree apprenticeship
programme. This route allows you to work while you study part-time for a

degree in banking relationship management. See the apprenticeships website or

contact companies directly for details.
If you are aiming for supervisory management jobs in retail banking, it may help
your career to take advanced qualifications through professional bodies, such as
the Institute of Financial Services or the Chartered Banker Institute.

Institute of Financial Services

Chartered Banker Institute

Skills, interests and qualities

To become a banking customer service adviser, you will need to have:

excellent communication and 'people' skills

the ability to work as part of a team
honesty and reliability
good maths skills
accuracy and attention to detail
the confidence to sell financial products to customers
good computer skills
a willingness to work flexibly
discretion, to deal with confidential information