CBS - PROCESS CONTROL SPECIALIST

Metrobank; Makati; On-site; PHP 279,000 - 390,600; Full time

Job summary

A leading financial institution is seeking a Process Control Specialist in Makati who will be responsible for maintaining Customer Service's quality standards, conducting reviews, and ensuring timely error correction. Ideal candidates should hold a bachelor's degree in a business-related course and possess strong communication skills, along with proficiency in Microsoft Office applications. The role requires flexibility regarding shifts and overtime. Join us to help uphold excellence in customer service operations.

Qualifications

• Graduated from a business-related degree.
• Familiarity with credit card/financial company guidelines.
• Willingness to work on shifting schedules and overtime.

Responsibilities

• Maintain Customer Service's Quality Standards.
• Conduct Quality Assurance reviews and checks.
• Ensure timely correction of identified errors.
• Monitor assigned review activities within turnaround time.
• Provide suggestions for process improvement.

Skills

Proficient in Microsoft Word

Proficient in Microsoft Excel

Proficient in Microsoft PowerPoint

Excellent written communication skills

Excellent oral communication skills

Education

Bachelor’s degree in a business-related course

Job description

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

Position Title: CBS – Process Control Specialist

Job Summary:

• The position is responsible for maintaining Customer Service’s Quality Standards by ensuring that all maintenance activities and reversals are done in accordance with the approved guidelines and policies or has the requisite approval in the performance of such. It is also involved in Risk and Fraud Reduction activities by ensuring that all errors are immediately identified and corrected in a timely and appropriate manner>

Duties & Responsibilities

• Continuously acquire excellent knowledge of the card products and features, system functionalities, company policies and procedures and customer service orientation
• Keep informed of the introduction of new systems, policies and procedures, and new product features or merchant facility functionality needed in the performance of the Day Two / Quality Assurance Function.
• Conduct Day Two / Quality Assurance reviews and accuracy checks on a daily, weekly and monthly basis
• Make accurate evaluations and assignment of errors based on the existing parameters as embodied in the Quality Assurance Framework and in compliance to existing company standards and policies.
• Ensure immediate correction of identified errors by liaising with the units concerned and monitor until full closure is attained.
• Ensure that all assigned review activities are done within turnaround time (TAT) and all errors are reported promptly
• Escalate cases, errors and issues that may result to organization risk in a prompt and professional manner.
• Provide suggestions or recommendations for process improvement initiatives in Customer Service to resolve identified issues.
• Facilitate preparation of unit’s MIS in coordination with WorkForce and other units concerned by providing the requisite data to determine error rates, trends, corrective actions, etc.
• Participate and assist in the dissemination of daily/weekly update to the team such as policies and procedures, new guidelines, as required.
• Participate in UAT (user’s acceptance testing) activities.

Qualifications:

• Bachelor’s degree graduate, preferably in business related course.
• Proficient in various software applications including MS Word, Excel, and PowerPoint.
• Has good written and oral communication skills.
• Must have excellent knowledge of existing guidelines and policies, procedures and processes of Customer Service in a credit card / financial company.
• Willing to work overtime, on shifting schedule (if necessary), weekends and holidays.

Others:

Rank: Rank & File

Unit: CBS - Operations Group | Customer Service Department | Transformation, Quality Assurance and Control Section