Banking Customer Care & Resolution Specialist

Hammerjack Pty Ltd

Philippines

On-site

PHP 360,000 - 480,000

Full time

2 days ago

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Job summary

Hammerjack Pty Ltd in the Philippines seeks a Customer Care Officer to address customer concerns with accuracy and empathy. You will review cases, coordinate with bank units, and draft clear replies for approval.

The role emphasizes timely resolutions, risk awareness, and data integrity as you present customers' perspectives for proper evaluation and continuous service improvement, including escalation and collaboration for policy review.

Qualifications

Bachelor's degree required.
2+ years in banking or financial services.
Solid knowledge of bank policies and products.
Strong customer service and complaint handling skills.
Empathy for clients in unique situations.
Detail-oriented in collating information from clients and bank.
Organized presentation of information for management decisions.
Efficient with urgency in resolving client concerns.

Responsibilities

Review assigned customer concerns/cases to determine next course of action.
Refer customer concerns/cases to the pertinent bank units for investigation and/or handling.
Present the customers perspective to the bank units to ensure proper evaluation of the concern.
Draft replies for review and approval of the Customer Care Department Head; for release to customers or via signatory.
Identify and escalate concerns that may require process improvement, policy review, risk mitigants, or reputational risk.