Agency Banking Customer Experience Lead

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 350,000 - 600,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking an Agency Banking Customer Service Lead to design and manage processes that support agency banking programs. You will engage with business partners to resolve complaints and coordinate across partners, merchant clients, and bank teams.

You will oversee a team of customer service representatives, monitor performance against SLAs, develop templated replies, and drive improvements in service delivery through the Sales Channel Management Framework.

Qualifications

• Bachelor’s degree in a business-related course.
• 2–3 years of working experience in retail banking or related field.
• Good interpersonal and communication skills.
• Knowledge of Bank products and services.

Responsibilities

• Engage with business partners to resolve agency banking complaints and requests per SLA.
• Manage central repository of all client inquiries from various channels.
• Develop and manage customer service channels for agency banking queries and concerns.
• Lead and coach a team of customer service representatives to meet performance metrics.
• Coordinate with partnerships to deliver effective service delivery.
• Conduct regular team meetings to discuss performance and policy updates.
• Monitor team performance and provide coaching as needed.

Skills

Customer service

Leadership

Communication

Team management

CRM system

Database management

Education

Bachelor's Degree in a business-related course

Tools

CRM system

Database management

Job description

Bank of the Philippine Islands (BPI) is seeking an Agency Banking Customer Service Lead to design and manage processes that support agency banking programs. You will engage with business partners to resolve complaints and coordinate across partners, merchant clients, and bank teams.

You will oversee a team of customer service representatives, monitor performance against SLAs, develop templated replies, and drive improvements in service delivery through the Sales Channel Management Framework.