Customer Relations Internal Officer

Job Title: Account Management Officer

Division: Customer Care

Department: Account Services

Reports to (Position of Immediate Superior): Assistant Manager, Account Management

Supervises (Positions of Subordinates): Account Management Specialist

Primary Job Responsibility

Accountable for providing support to the Direct Clients, Brokers and Agents.

Supervises Both Processes And People

• Process responsibilities include activities such as:
• Work Unit Planning and Implementation
• Task Assignment and Scheduling
• Budget Allocation and Control
• Problem-solving and Decision-making
• Monitoring and Evaluating Results
• Escalating issues and/or risks
• People responsibilities include activities such as:
• Developing Team and Individual Skills and Capabilities
• Mentoring, Coaching and Job-shadowing
• Engaging and Motivating employees
• Rating Performance Review
• Monitoring and providing feedback on day-to-day performance
• Counseling and carrying out Disciplinary Activity
  
  

I. Job Description

• Duties and Responsibilities done at PERIODIC or REGULAR Intervals
• Reviews and endorses for approval of Immediate Superior the Leave of Absence applications, overtime, cash-related transactions, and business correspondences
• Screens assess and processes availment cases based on procedures and benefit applications and guidelines.
• Screens, validates and asses escalated cases of member availments based on the set approval limits and guidelines.
• Escalate granting of approvals beyond his authorized limit.
• Reviews, monitors and ensures completeness and timely update on Membership movements and timely response to Clients’ requests
• Plans, monitors and evaluates Team performance in adherence to the turn-around-time (TAT) ensuring Client satisfaction
• Collates data, analyzes and validates accuracy and completeness of the required reports prepared by Staff before endorsement to Immediate Superior or requesting parties
• Reviews and ensures all submitted reports are quality compliant
• Plans, monitors, and evaluates Team’s performance in achieving target, KRAs and KPIs. Ensure timely implementation of performance feedback
• Duties and Responsibilities done at IRREGULAR or INTERMITTENT Intervals
• Provides administrative support in the implementation of the Account Retention Program and activities in collaboration with the Sale team and other support group/internal teams.
• Collaborates with Sales Team during Client visits to address concerns for maintenance and strengthening of Client relationship
• Reviews, analyzes and recommends options to Immediate Superior in addressing operational issues
• Reviews and elevates critical concerns, cases and special requests to Immediate Superior for disposition; responds to inquiries and concerns of Clients
• Monitors and reviews performance, trains and coaches Staff on Sales-related functions
• STANDARD RESPONSIBILITY STATEMENTS
  
  

✓ Strives to embody, commits to support and deliver the quality policy, objectives and initiatives

of the organization;

✓ Communicates, engages, directs and supports people to contribute to the QMS effectiveness;

✓ Demonstrates commitment to customers by ensuring applicable statutory and regulatory

requirements are determined, understood and consistently met;

✓ Abides by the QMS policies and procedures for the effective management and control of its

processes; and

✓ Promotes and utilizes the Process Approach and Risk-based Thinking at work.

✓ Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR

II. JOB SPECIFICATIONS

• SKILLS
• EDUCATIONAL REQUIREMENT
  
  

MINIMUM Educational Level And Background Required By This POSITION

College Graduate of 4, 5 year-course, preferably:

Business or Any 4 year course

• EXPERIENCE AND TRAINING
  
  

PERIOD OF TIME OR LENGTH of related experience the CANDIDATE must acquire before being

assigned to and perform the functions of this job, SATISFACTORILY under NORMAL supervision:

One year - Less than 3 years

• SKILLS REQUIREMENT
  
  

Skilled or specialized: proficiency is gained thru wide experience in a SPECIALIZED or

TECHNICAL area

• RESPONSIBILITY
• ACCOUNTABILITY – ASSETS, CASH, EQUIPMENT
  
  

Value or worth of company assets (cash, checks, financial instruments, investments, tools,

materials, machinery, equipment, and supplies) this POSITION is accountable for:

Small below P500, 000

Specify Assets, Cash And Equipment Directly Accounted For

Laptop, Mobile Phone, Cash

• ACCOUNTABILITY – RECORDS AND DOCUMENTS
  
  

Level of CONFIDENTIALITY AND IMPORTANCE of the information, records, reports, and

documents prepared, maintained, has access to, and handled by this POSITION

Critical, Operational - Only identified and selected individuals are given privilege of knowing

contents of any documents; disclosure may have an APPRECIABLE EFFECT on the company

Records And Documents Directly Accounted For

Shared Documents

• NEED FOR SUPERVISION
  
  

EXTENT of work supervised or managed by the Immediate Superior, whether the job is limited

or diversified; quantify range of activities, VARIETY of tasks to be carried out, and the DIVERSITY

of the problem to be solved

Follows established procedures generally; refer only unusual cases to superior

• PEOPLE MANAGEMENT
  
  

Number of subordinates this POSITION DIRECTLY supervise

1 to 3 subordinates

• CONTACTS – INTERNAL AND EXTERNAL
  
  

EXTENT the work required in making personal contacts inside and outside of the organization,

level of importance of contacts; FREQUENCY they are made; LEVEL OR DEGREE they involve

exchanging information, dealing with people, exerting influence, persuading them to take

action, etc.

Localized, Routine

• EFFORT
• PHYSICAL EFFORT
  
  

USUAL POSITION at work of this JOB considering energy needed and exerted to satisfactorily

perform the job

Sitting, talking and/or walking are done in intervals, in combination or alternately

• MENTAL EFFORT
  
  

AMOUNT OF THINKING to analyze problems; develop and evaluate solutions to given problems

Standardized - Job encompasses SEVERAL areas; solution to the problem is READILY

APPARENT In differing situations requiring search for solutions within area of learned things

• WORK CONDITIONS
• JOB ENVIRONMENT
  
  

STATE of surrounding and physical conditions under which the JOB must be satisfactorily

accomplished

Comfortable MOST OF THE TIME In An

Air-conditioned, well-lighted, clean, quiet, conducive room