Customer Care Specialist

Bank of the Philippine Islands (BPI)


Date: 1 week ago
City: Manila
Contract type: Full time
The Customer Care Specialist handles processing of customer requests, inquiries and complaints as part of the escalated accounts and cases handling for ULC products. These handling are performed based on the approved policies and procedures of the bank.

Responsibilities

  • Handles escalated customer complaints, reversal of charges, payment arrangements for accounts that are current in status
  • Performs callouts as needed to provide detailed explanation on their escalated concern
  • Discusses the payment options to clients, and gets their agreement to such offers
  • Monitors the timely preparation and submission of various complaint reporting MIS/Management reports for external and internal purposes and conducts quality review of units concerned based on standards and SLA
  • This position is primarily responsible in the receiving, preparation, processing and resolution of disputed fraud transaction/s, documentation and investigation.
  • Prepares, process and monitor recovery requests and documentation from reported disputed transaction/s through payment arrangements and liability letters.
  • Performs callouts as needed to provide detailed explanation on their escalated disputed concern
  • Ensures tagging of handled cases for SAFE, 3Dsecure and regulatory compliance (RCL/STR). Escalates fraud alerts of handled cases to pertinent units and reviews overpayment reports.
  • Assists the Service Quality and Risk Compliance Officer in ensuring positive customer experience and quality on overall communications.
  • Primarily responsible in the timely preparation and submission of various complaint reporting MIS/Management reports for internal and external purposes such as AMLA and BSP reportorial requirements.
  • Assists in the implementation of various service quality initiatives and overall management of Third Party Payment Channels (TPPCs)
  • Manages request of office supplies / inventory / repairs and maintenance of furniture and equipment, and other related support services.
  • Monitors the timely preparation of MIS/Reports, file maintenance validation, reconciliation and adjustment, and Floor LAN Administration.

Qualifications

  • Bachelor’s Degree in Business Administration, Marketing, or Communication
  • With exposure in handling customer concerns and/or complaints
  • Basic computer application (word processing / spreadsheets / etc.)
  • Basic accounting knowledge
  • Proficient in MS Office applications
  • Proficiency in verbal and written communication
  • Probing and negotiation skills
  • Fresh graduates are welcome to apply

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