This story happened on a Friday at around 3 o’clock in the afternoon in July 2016. During Fridays, marami ang tao at mahaba ang pila sa aming branch. Dahil na din sa extended banking hours, marami ang client lalo pag sarado na ang ibang branches. But generally, we try to be prepared and handle the situation as best as we can. 

It was a very busy day when a large group of payroll clients, around 50 of them, went inside our branch to encash their paychecks. Usually they would go to our branch because we close at 6:00PM. 

In most cases, some of them would not have sufficient valid IDs. A particular guy was next in line, so I called him and asked about his transaction. He also wanted to encash his paycheck, but all he had was an expired Driver’s License, an unlaminated Philhealth ID, and his agency ID which were all considered invalid IDs. He explained  that he went to the maintaining branch of his agency in Shaw Mandaluyong, but it was already closed. He insisted to get his money, or else he would not be able to go home that day. I knew that it was my job to accommodate his transaction according to the necessary standard policies and procedures of the bank. I needed to ensure that he had proper identification documents and that the person encashing the check and the name of the payee are one and the same.

The client added that he had an NBI Clearance at home in Pasig, but since he had no money left in his wallet for his fare, he couldn’t get the NBI Clearance. I gave the client Php 70.00 from my own pocket, so he would be able to go home and present his valid ID. The client came back at past 5pm because of heavy traffic. He had with him his NBI Clearance; thus, I was able to process his transaction and he was able to get his hard-earned money.

More than the transaction, he thanked me for giving him money for his fare. He insisted to pay me back that day despite my refusal to receive the amount. He was so grateful for my kindness. I also felt good that I was also able to follow the procedures, accommodate his transaction, and guarantee his identification at the same time. MAGIS and INTEGRITY, at your service!