Contact Center Officer

1 day ago

Makati City, National Capital Region, Philippines Security Bank Corporation Full time

The Role

Responsible for delivering the bank's service proposition by delivering quality service through meaningful interactions through calls received from the hotline. Tasked to attend to inquiries, requests and address complaints raised by clients in a timely manner. Escalate issues resolvable beyond their empowerment and coordinate with the appropriate functions for mitigating steps.

How you'll contribute

Performance

  • Receive inbound calls to support and manage client inquiries, requests or complaints.
  • On needs basis, conduct outbound calls to relay or solicit information to complete or execute a resolution.
  • Operate and function at a 24 x 7 flexibility; Adhere to shift and auxiliary break or off-phone schedules.
  • Deliver and achieve productivity and other performance metrics or goals.
  • Create appropriate case tickets and ensure accuracy of endorsement or routing.
  • Perform client interactions according to the quality standards and attributes.

Process and Customer

  • Escalate complaints or complex cases timely;
  • Ensure assignment or endorsement
  • To correct / appropriate function.
  • Attend to or action open / pending case tickets timely.
  • Review daily process or procedural updates in Knowledge base or other references.
  • Adhere to role-specific regulatory mandates and compliance requirements.

What we're looking for

  • Well adept with Products,
  • Processes and Policies of the Business function
  • Effective communication and listening skills
  • Good oral and written communications ;
  • Can manage or de-escalate challenging interactions
  • Knowledgeable in MS Office applications
  • Able to multi-task and operate multiple systems

About SB Finance

A young, rapidly growing financial institution with an unwavering drive to empower more and more Filipinos – for both those that we serve and those who are part of our diverse and dynamic team.

SB Finance
Corporation is a partnership between the Philippines'
Security Bank Corporation and Thailand's Bank of Ayudhya (Krungsri).
This partnership is a result of Security Bank and MUFG's goal to expand global partnerships while growing local talent and expertise. Backed by two financial giants in the Asian region with more than 100 years of financial excellence, we provide top-notch financial products and services that are tailor-made for the needs of the Philippine market.

We are engaged in the business of extending credit facilities and financing services for the betterment of the different communities we serve. Our relentless pursuit is to empower Filipinos through our growing menu of loan products – multi-purpose cash loan through Personal Loan, OR/CR for cash through Car4Cash, brand new or pre-owned motorcycle financing through MotorsikLOAN, and a digital salary advance facility through eSALAD.

Be part of the SB Finance team and become an 'SBFF' who enables ordinary Filipinos and small business owners to reach their life's milestones as you enjoy a fun, meaningful career regardless of your role in the company.

A better life for everyone?
Dito, pwede
.

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