Complaints Management Officer - Up to 50k - Onsite, Makati City (BANK)

We are looking for

Role: Compliance Management Office
Setup: Onsite, Makati City
Salary: Up to 50k
Experience: Any 4-year Business related course
-With Customer Service / Bank experience is a plus
-Knowledge/Skills/Abilities: Excellent Communication Skills; Knowledgeable in Microsoft Office Applications; Complaints Management; Quality Audit; Reports creation.

Job description:

A. Primarily responsible in resolving complaints in accordance with the Banks policies and procedures and
compliance with Bangko Sentral ng Pilipinas (BSP) regulations and act as referral point when complaints
are escalated from Contact Center, Head Office, Executive and BSP.
B. Liaises between the Contact Center and the banks concerned unit in resolving complex customer issues,
concerns and requests. The role requires efficiency in investigating, monitoring and analysis of the
complaints to be able to provide best course of action and preventive solution.
C. Monitors and ensuring all concerns from internal and external clients are acknowledged and resolved
within the agreed Turn-Around-Time (TAT). Ensures that complaints are attended to within acceptable
turnaround time (TAT) with minimal costs involved.
D. Provides total quality service to both internal and external customers - including inquiries and requests
from cardholders, merchants, and internal clients such as branches and other departments.
E. Quality Assurance Monitoring
F. Manages good relationship with various internal and external business units.

Specific Duties and Responsibilities

A. Customer Service

1. Handles escalations on various inquiries, complaints, requests from internal and external clients and Bangko Sentral ng Pilipinas (BSP). Monitors complaints and outstanding cases/requests of customers until resolution.
2. Ensure compliance of Contact Center to proper procedures in relation to customer complaints handling.
3. Works closely with Contact Center to determine best course of action in the immediate resolution of clients complaints. Analyze different drivers and performs root cause analysis (RCA) on Customer Service complaints trends and how it affects the daily operations for process improvement in handling complaints.
4. Coordinates with other departments for process improvements and better customer experience.
5. Gathering and analyzing customer feedback through Customer Satisfaction Survey (CSAT) and
other methods to identify areas for improvement and enhanced customer experience.

B. Administrative Support

1. Ensure that emails and escalated complaints are acknowledged within 1-2 days upon receipt.
2. Logs and consolidate complaints from internal units, divisions and/or departments for central consolidation of complaints.

C. Contact Center Management Function

1. Liaises with EqB Customer Service Contact Center.
2. Attends monthly service level meetings with the Contact Center and other units to ensure that the Contact Center is able to address the needs and requirements of the clients and provide recommendations on items for improvement.
3. Coordinates with internal and external units, divisions and departments to ensure any dependencies in all customer issues are resolved.
4. Reviews and analyzes Contact Center performance and recommends process improvements.

D. Reports
1. Management Committee (MANCOM) Presentation
2. Memorandum Customer Service Performance Report to Board (Excom)
3. Compliance Self Testing Report

E. Others
1. Conducts training to Contact Center agents and EqB employees on customer service and complaints handling.
2. Other work/functions as may be assigned by immediate superior from time to time.

Qualifications:

-Education: Any 4-year Business related course
-Experience: With Customer Service / Bank experience is a plus
-Knowledge/Skills/Abilities: Excellent Communication Skills; Knowledgeable in Microsoft Office Applications; Complaints Management; Quality Audit; Reports creation.
-Degree in Business Related course; With Call Center background is a plus;
-Excellent oral and written English communication skills; Team player but can also work independently under minimum supervision; analytical, creative, tactic and strategic; Strong analytical and problem solving skills.
-Organizational skills; Detailed oriented.

Thanks & Regards,