Better Banking Specialist (Contact Center Agent)

Security Bank Corp; Philippines; On-site; PHP 312,000 - 413,000; Full time

Job summary

Security Bank Corp in the Philippines seeks a Better Banking Specialist to deliver service via inbound/outbound calls, email, chat, and social media with 24x7 support. You will handle inquiries across credit cards, billing, disputes and other bank products.

You will manage multi-channel interactions, escalate when needed, and contribute to sales of portfolio products while maintaining high service standards.

Qualifications

• Bachelor's degree in any field required.
• 1 year of contact center experience or fresh graduates welcome.
• Ability to multitask and manage diverse client interactions.
• Strong oral and written communication and listening skills.
• Experience handling voice and non-voice channels.

Responsibilities

• Receive inbound/outbound calls to support and manage client inquiries and requests.
• Provide support across CASA, Loans, Digital Banking, and other products.
• Answer emails and other correspondences when required.
• Cross-sell/up-sell bank products within the portfolio.
• Escalate complex issues timely and manage case resolution.

Skills

Multichannel communication

Excellent verbal and written skills

Customer service orientation

De-escalation ability

Shift work readiness

Education

Bachelor's degree in any field

Job description

About the Role

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.