Banking Customer Experience Specialist

Metrobank; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

Metrobank is seeking a Customer Service Assistant to handle basic phone and email inquiries about the bank’s products and services, including online banking and trade transactions. You will efficiently address complaints, coordinate with branches, and escalate issues when required.

The role requires courteous, professional interaction aligned with the bank’s core values, with daily tasks and documentation duties performed at The Shops, BGC, Taguig.

Responsibilities

• Handles basic phone and email inquiries and requests related to the bank’s products and services, including online banking, cash management, deposit‑ and card‑related concerns, and trade transactions.
• Efficiently addresses customer complaints and feedback and provides suggestions to improve current processes.
• Interacts with customers in a courteous, friendly, and professional manner in line with the bank’s core values.
• Immediately escalates client issues or concerns that require a supervisor’s review and final action.
• Completes daily, weekly, and monthly assigned tasks, including offline duties outside of calls and email functions.
• Coordinates closely with internal units and branches to help resolve and investigate client concerns.
• Maintains accountability and ensures strict confidentiality in handling corporate documents and information.
• Ensures proper and accurate documentation of all client inquiries, requests, and complaints.

Job description

Metrobank is seeking a Customer Service Assistant to handle basic phone and email inquiries about the bank’s products and services, including online banking and trade transactions. You will efficiently address complaints, coordinate with branches, and escalate issues when required.

The role requires courteous, professional interaction aligned with the bank’s core values, with daily tasks and documentation duties performed at The Shops, BGC, Taguig.