Branch Banking Sector - Head Office: Contact Center Analyst (Rolling Intake)

Your role

Metrobank is looking for a Branch Banking Sector - Head Office (Fresh graduate) Contact Center Analyst who will handle the key responsibilities below.

• Contact Center Analysts (CCAs) shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone.
• Provides world-class customer service
• Responds to customer queries and requests made via phone
• Provide satisfying solutions to concerns regarding Deposits, Remittances, MetroHome, MetroCar and e-Banking related transactions
• Ensures that the prescribed targets (Service Level Agreement, Answered Calls, Average Handling Time, Abandonment Rate) 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 PBD TL of trends in customer calls
• Recommends and initiates process improvements
• Performs other related function that may be assigned from time to time by the CCD Head.

About you

Successful candidates possess below qualifications:

• Bachelor’s Degree is A MUST.
• Average communication skills
• Proficiency in MS Office application
• Flexibility working in Metropark Pasay City
• Flexibility working in shifting schedules – morning, mid, night shift schedules
• Flexibility working in unfixed weekends off
• The role is open for fresh graduates and career shifters; experienced call center agents is a plus!

Compensation & Benefits

Metrobank offers below benefits:

• Government-mandated Benefits
• Employee Medical and Dental Benefits
• Loan Privileges
• Allowances
• Educational Assistance Programs
• Retirement Plan
• Leave Privileges
• Work with diverse group of employees
• Be legally protected and value your career being part of the CBA
• Possible career succession: Contact Center Officer, Quality Officer, Non-Voice Department (email and social media management) and Workforce Officer

Training & Development

The Bank develops the skills of employees by providing tailored learning solutions aligned with its business goals, with a focus on three areas of talent development. Firstly, Foundational Capabilities: which include courses on the core values, regulatory policies, and officer development programs. Secondly, Functional Capabilities: which include specialized courses for roles in treasury or information technology. Thirdly, Leadership Capabilities: which are courses that develop leadership behaviors in intellectual capacity, interpersonal skills, and intensity. These are delivered through internal or external trainers, both in person and online.

Career Progression

Metrobank continues to identify and develop high-performing and high-potential talent. Succession program closely monitors talent career paths, ensuring the employees’ full potential is realized for the shared long-term success. Key initiatives include a 360° tool for assessing successor readiness, cross-posting assignments for key roles, and a comprehensive development program involving both asynchronous and synchronous sessions, mentoring, and grooming junior leaders for future roles.

Source

The following sources were used in researching this page:

• careers.metrobank.com.ph
• metrobank.com.ph/meaningful-sustainability/2023/social-sustainability/workforce-diversity
• glassdoor.com
• ph.indeed.com
• jobstreet.com.ph