Contact Center Phone Banking Officer

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Position Title:  Contact Center Phone Banking Officer

Job Summary

• Contact Center Phone Banking Officers (CCPOs) shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone.

Specific Duties & Responsibilities

• Provides world-class customer service


• Responds to customer queries and requests made via phone and provides satisfying solutions to concerns regarding Deposits, Remittances, MetroHome, MetroCar and e-Banking related transactions


• Ensures that the prescribed targets are achieved


• Acknowledges and ensures correctness of endorsed cases for investigation.


• Provides customers with product and service information


• Ensures proper coordination of complaints with support units to provide resolution within prescribed turn-around-time


• Follows up on customer inquiries and requests that are not immediately resolved


• Completes daily call logs and call reports


• Recognizes, documents and alerts the VOD TL of trends in customer calls


• Recommends and initiates process improvements


• Assists Contact Center Analysts (CCAs) with client requests that are beyond their capacity

Qualifications

• Bachelor’s degree graduate, preferably in business related course.


• Proficient in various software applications including MS Word, Excel, and PowerPoint.


• Must have exceptional verbal and written communications skills.


• Must have at least 1 year of banking related experience.


• Preferably with prior experience in customer service and/or contact center role.


• Willing to work overtime, on shifting schedule, and on weekends and holidays.

Other Details:

Rank: Junior Officer

Unit: Consumer Business Sector / CBS - Operations Group / Customer Engagement Division / Voice Operations Department

Location:  Metropark, Pasay