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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