Universal Better Banking Specialist (Start ASAP)

About Security Bank

We are the Philippines' largest independent bank, having won countless awards over the years, including Philippines' Top Employer, named by Statistica, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300+ branches nationwide, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As a Universal Customer Service Representative, you are responsible for delivering the Bank’s service proposition by providing quality customer management and service through various robust and efficient channels of the Contact Centre Inbound/Outbound Calls, Email, Chat, social media. Attend to client inquiries, requests and complaints within the set service standards and assists with assigned tasks or deliverables to support the team in executing and delivering team level strategies and action plans The Universal Better Banking Specialist / Processor is an entry-level position of Contact Center Channel Servicing Security Bank clients with 24x7 support. They handle service-related queries of clients that may involve credit card inquiries, billing, disputes and other bank products.

How will you contribute

• Receive inbound or conduct outbound calls to support and manage client inquiries, and requests, and address concerns.
• Provide Support to a wide range of product lines: CASA, Loans, Transaction banking (Digibanker), SBOL, Credit cards and all other products supported by the contact centre.
• Conduct outbound calls to provide status, update on a request or obtain required information from customers.
• Answer/accomplish emails and/or other correspondences where required
• Conduct cross or upsell of various bank products based required portfolio sales delivery
• Operate and function at a 24 x 7 flexibility ; Adhere to shift and auxiliary break or off-phone schedules.
• Deliver and achieve all performance measures established for the role.

Process and Customer

• Escalate complaints or complex cases timely; Assign or endorse to appropriate Support units/functions; Case Management and resolution.
• Create appropriate case tickets and ensure accuracy of endorsement or routing; Attend to or action open / pending case tickets timely.
• Perform service interactions according to the quality standards Raise process improvement ideas to enhance customer experience
• Adhere to role-specific regulatory mandates and compliance requirements.

People

• Attend coaching sessions and apply all learnings; Cross-skilling
• Accomplish all mandatory or prescribed learning courses.
• Participate in team or program - wide engagement activities.

What we're looking for

• Bachelor’s Degree in any field
• Preferably with at least 1 year of customer contact center experience
• Must have effective communication skills.
• Knowledgeable with MS Office
• Able to multi-task and manage various types of client's interactions.
• Must be willing to work on shifting schedule, holidays, or weekends as needed.
• Effective communication and listening skills.
• Well adept with Products, Processes and Policies of the Business function
• Capable of managing interactions via multi-channel capabilities and experienced in Voice and Non voice verticals

Fresh Graduates are welcome to apply!