Customer Care Officer

The Role

As a Customer Care Officer, you are capable to address intermediate or complex inquiries and requests through any method of communication, including but not limited to phone, e-mail, formal letter or facsimile pertaining to implemented and/ or live MSME product or service solutions and all related programs and processes in accordance with compliance, risk and control standards. He/ she handle both inbound and outbound call/email/facsimile from MSME customer and providing service support requirement or for sales /marketing initiatives.

How You'll Contribute

• Customer Handling
• Able to handle both inbound and outbound calls
• Receive, investigate and resolve incoming queries through any channel.
• Identify needs of customers, resolve issues and provide solutions within the mandated threshold or per committed target time/date with the client.
• Ensure calls are within the prescribed turn-around-time for simple, intermediate or complex transactions
• Analyzes the situation through thorough review of accounts and understanding the root cause to make a sound and logical decision
• Provide feedback to clients for escalated concerns that were not resolved during the call
• Escalate issues or concerns beyond the scope of a CCS to the Customer Care Service Unit Head or directly to the process, product or sales team
• Service Quality
• Maintain good customer relations
• Ensure follow the prescribed customer service script provided for uniformity
• Observe utmost courtesy and professionalism in handling calls
• Maintain records of the conversations with the customer and analyze the data
• Operates and functions under 24/7 schedule and on a rotational basis based on the volume received to ensure that turn-around time is met.
• Ensures that all calls/emails customer related queries or concerns are handled in a professional, efficient, and timely manner by complying with policies and guidelines of the company to achieve the monthly score sheet benchmarks
• Accomplish daily, weekly and monthly assigned tasks and performs offline duties seamlessly
• Governance
• Observe proper documentation of client’s inquiry, request and/or complaint
• Monthly generation of relevant reports to allow assessment and identification of strategic process improvements
• Complies with policies, procedures and guidelines across all processes related to job duties to provide consistent information for better banking service.
• Comply in all external policies and regulation (ex. BSP, DTI, NTC, etc.) including but not limited to consumer protection, deposit secrecy, data privacy, and AMLA regulations
• Clear any internal audit findings
  

What We’re Looking For

• Bachelor's degree in any field of study
• At least 1 year of experience in call center or customer servicing unit
• Effective communication skills
• Proficient in MS Office and call center equipment/ software programs
  
  

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.