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Job Description Summary
Covers jobs responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
In this role, you will:
Support financial products and services.Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first call resolution.Perform moderately complex customer support tasks.Receive direction from customer service supervisor and escalate non-routine questions.Interact with customer service team on complex customer issues.Provide training on policies and procedures, and provide guidance to less experienced individuals, as well as internal and external customers.Required Qualifications:2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education. Desired Qualifications:Strong exposure in a customer service environment specializing in a banking and financial services set-up.Preferred background in securities operations (e.g. trade processing, trade booking, brokerage services, derivatives, fixed income, etc. Job Expectations:Handles and maintain customer accounts by recording account informationResolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionGoes the extra mile to engage customers. Customer orientation and ability to adapt/respond to different types of charactersMeets defined productivity and performance goalsAmenable to work on a night shift schedule, flexibility to work on weekends/holidays if deemed necessary by the businessAmenable to work onsite (full-time) in Five NEO, Taguig City