CUSTOMER CARE OFFICER

Bank of the Philippine Islands (BPI)


Date: 2 weeks ago
City: Manila
Contract type: Full time
The Customer Care Officer is responsible for providing feedback or resolutions to address customer concerns/cases received by the department.

Responsibilities

  • Review assigned customer concerns/cases, to determine next course of action
  • Refer customer concerns/cases to the pertinent unit/s of the Bank for investigation and/or handling
  • Present the customers’ perspective to the pertinent unit/s of the bank to ensure a proper evaluation of the concern
  • Draft replies for review and approval of the Customer Care Department Head; for release directly to customers or via assigned signatory
  • Identify and escalate to the pertinent unit's customer concerns that may require possible process improvement, policy review, risk mitigants, reputational risk, BSP FCP concerns, legal liabilities

Qualifications

  • Bachelor's Degree graduate
  • At least 2 years of experience in the banking industry
  • Proficient in branch banking policies and procedures, with comprehensive knowledge of bank products and services
  • Skilled in customer service and complaint handling
  • Empathy for clients’ unique situations vs standard solutions provided by the bank
  • Attention to details in collating information related to the concern both from the client and the bank
  • Organized when presenting information to enable management to easily evaluate the situation and decide on courses of action
  • Efficient, with sense of urgency in resolving clients' concerns

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