CHANNEL SUPPORT OFFICER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Channel Support Officer to assist the Digital Channel team in delivering services to clients and resolving requests within the required turnaround time.

The role covers transaction processing, administration, reporting, and process improvements, while coaching team members and ensuring adherence to banking policies. A bachelor's degree and 1–2 years in branch ops or contact center are preferred.

Qualifications

• Bachelor's degree in Accounting, Business Management, Banking & Finance, Mathematics or Statistics.
• 1-2 years background in branch operations/support and contact center experience.
• Knowledge on the services and products of the business unit supported.
• Excellent communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels.
• Knowledge in bank accounting, and bank policies & procedures.

Responsibilities

• Transaction Processing: Ensure that all clients’ requests/ complaints are processed daily and within the standard turn-around-time to achieve prescribed sigma/efficiency level.
• Administration and Reporting: Prepares daily/weekly transaction volume and other reports deemed necessary for proper monitoring.
• Process Improvement: Leads the team to improve the processes and achieve operational efficiency.
• Coaching & People Management: Provides guidance and support to direct reports to deliver job requirements; provides training and development opportunities.
• Support: Authorizes account/client’s maintenance requests to support auxiliary services; acts as back-up to other officers.

Skills

Communication skills

Interpersonal skills

Collaboration with stakeholders

Banking knowledge

Education

Bachelor's degree in Accounting, Business Management, Banking & Finance, Mathematics, Statistics

Job description

Job Description:

The Channel Support Officer is primarily responsible for providing support to the section head in the overall management of Digital Channel’s services to clients to ensure fulfillment of their requests/complaints within the given turn-around-time (TAT).

Responsibilities

Transaction Processing

• Ensures that all clients’ requests/complaints are processed daily and within the standard turn-around-time to achieve prescribed sigma/efficiency level.
• Authorizes account/client’s maintenance request to support auxiliary services available in Digital Channels
• Ensures that all maintenance requests processed by the team adheres to the approved policies & procedures.
• Checks/Endorses transaction reimbursement to/from client’s account (debit/credit)
• Acts as a back-up to other officer/s in case of absence

Administration and Reporting

• Prepares daily/weekly transaction volume and other reports deemed necessary for proper monitoring.
• Supports the department and other units in the group by performing administrative and other support functions

Process Improvement

• Leads the team to improve the processes and achieve operational efficiency

Coaching & People Management

• Provides guidance and support to direct reports to deliver job requirements.
• Provides training and development opportunities needed by the team member to have a fulfilling and progressive career in the bank.

Qualifications

• Bachelor's degree in Accounting, Business Management, Banking & Finance, Mathematics, Statistics
• 1-2 years background in branch operations/support and contact center experience
• Knowledge on the services and products of the business unit supported
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels
• Knowledge in bank accounting, and bank policies & procedures