Better Banking Specialist (Contact Center Agent)

Security Bank Corporation; Makati; On-site; PHP 240,000 - 320,000; Full time

Job summary

Security Bank Corporation in Manila is seeking a Better Banking Specialist to deliver service across inbound/outbound calls, email, chat and social media with 24x7 support.

You will handle credit card inquiries, billing disputes, and other bank product queries, providing quality customer management and cross-sell opportunities in a fast-paced multi-channel contact center environment at Ayala, Makati Head Office.

Qualifications

• Bachelor’s degree in any field is required.
• Minimum 1 year of contact center experience.
• Ability to manage multiple client interactions and channels.

Responsibilities

• Receive inbound or conduct outbound calls to support client inquiries and requests.
• Provide support across CASA, Loans, Transaction Banking, Security Bank Online, and Credit cards.
• Respond to emails and other communications when required.
• Cross-sell/up-sell bank products as appropriate to the customer portfolio.
• Escalate complex issues and ensure timely case resolution.

Skills

Customer service

Multi-channel communication

De-escalation

Written and verbal communication

Education

Bachelor’s Degree in any field

Job description

As a Better Banking Specialist, you are responsible for delivering the Bank’s service proposition by providing quality customer management and service through various robust and efficient channels of the Contact Center Inbound/Outbound Calls, Email, Chat, Social Media with 24x7 support. You will handle service-related queries of clients that may involve credit card inquiries, billing, disputes and other bank products.

How you'll contribute

• Receive inbound or conduct outbound calls to support and manage client inquiries, and requests, and address concerns.
• Provide Support to a wide range of product lines: CASA, Loans, Transaction banking (Digibanker), Security Bank Online, Credit cards and all other products supported by the contact center.
• Answer/accomplish emails and/or other correspondences where required
• Conduct cross or upsell of various bank products based required portfolio sales delivery
• Escalate complaints or complex cases timely; Assign or endorse to appropriate Support units/functions; Case Management and resolution.

What we're looking for

• Bachelor’s Degree in any field.
• With at least 1 year of Contact Center experience.
• Able to multi-task and manage various types of client's interactions.
• Good oral and written communications; Can manage or de-escalate challenging interactions
• Effective communication and listening skills.
• Capable of managing interactions via multi-channel capabilities and experienced in Voice and Non voice verticals.
• Willing to work on premise in Ayala, Makati Head Office.
• Willing to work on a shifting schedule (24x7), Holidays and weekends.
• Fresh graduates are encouraged to apply.

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.