Banking Customer Care Specialist

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 250,000 - 390,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Care Officer to provide resolutions for customer concerns handled by the department. The role focuses on reviewing cases, coordinating with relevant units, presenting customer perspectives, and drafting replies for clearance.

The ideal candidate holds a Bachelor's degree with at least 2 years in banking, is proficient in bank policies, and demonstrates strong customer service and empathy in resolving issues.

Qualifications

• Bachelor's degree required.
• Minimum 2 years banking industry experience.
• Knowledge of bank products and services.
• Experience in customer service and complaint handling.
• Empathy for clients in varied situations beyond standard solutions.
• Attention to detail when collating information from client and bank.
• Ability to present information clearly to enable management decisions.
• Efficient with urgency in resolving client concerns.

Responsibilities

• Review assigned customer concerns/cases to determine next steps.
• Refer concerns to relevant bank units for investigation or handling.
• Present customers' perspective to relevant units for proper evaluation.
• Draft replies for review and approval by Customer Care Department Head; release to customers or via signatory.
• Identify and escalate concerns requiring policy review, risk mitigation, or other actions.

Skills

Customer service

Complaint handling

Attention to details

Organized

Empathy

Education

Bachelor's degree

Job description

Bank of the Philippine Islands (BPI) is seeking a Customer Care Officer to provide resolutions for customer concerns handled by the department. The role focuses on reviewing cases, coordinating with relevant units, presenting customer perspectives, and drafting replies for clearance.

The ideal candidate holds a Bachelor's degree with at least 2 years in banking, is proficient in bank policies, and demonstrates strong customer service and empathy in resolving issues.