Coordinator, Commercial Client Operations

5 days ago


Manila, National Capital Region, Philippines Capital One Philippines Support Services Corp. Full time
Overview

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

Coordinator, Commercial Client Operations

Summary:

The Commercial Client Operations (CCO) Coordinator plays a pivotal role in providing an array of services that enable us to care for the needs of our Commercial Banking clients by fulfilling client requests through email or voice channels within prescribed timelines. The requests include but are not limited to general servicing, account inquiries and maintenance, account servicing change-in signers and further account research.

General Responsibilities:
  1. Effectively navigate back office systems to review/research incoming client requests through email or phone call, provide resolution to the client request and communicate resolution.
  2. Maintain service levels while completing research and client requests.
  3. Identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement, including flags for potential risks in accordance with company and regulatory standards, policies, and practices.
  4. Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns.
  5. Work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients when complaints, problems and/or issues arise.
  6. Collaborate within and across teams and organizations to analyze and resolve client issues.
  7. May be assigned other job-related duties from time to time.
Basic Qualifications:
  1. College level or any equivalent work experience.
  2. At least 1 year customer service experience or any equivalent work experience.
  3. Problem-solving skills in recommending solutions to address customer needs and expectations.
  4. Communication skills in delivering appropriate, direct, and straightforward information.
  5. Appropriately tailors written and verbal communications.
  6. Strong understanding of de-escalation techniques and the end-to-end process of servicing.
Preferred Qualifications:
  1. 1 year experience in Commercial Banking.
  2. Able to work autonomously – be self-sufficient and a self-starter.
  3. Able to deliver multiple work expectations efficiently.
  4. Ability to work independently and efficiently in a fast-paced, high-volume customer focus call center.
  5. Customer orientation in understanding and listening to customer concerns.
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