Customer Care Officer
Bank of the Philippine Islands (BPI)
Date: 2 weeks ago
City: Makati City
Contract type: Full time
The Customer Care Officer is responsible for providing feedback or resolutions to address customer concerns or 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 units customer concerns that may require possible process improvement, policy review, risk mitigants, reputational risk, BSP FCP concerns, legal liabilities.
QUALIFICATIONS:
- Bachelor's degree
- Minimum of 2 years of relevant experience
- Background in branch banking policies and procedures
- General knowledge of other bank products and services
- Background in customer service and complaint handling
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