Client Care Associate

Filinvest Development Corporation; Muntinlupa; On-site; PHP 279,000 - 446,400; Full time

Job summary

Filinvest Development Corporation seeks a Client Care Associate to serve as the primary contact for clients, delivering exceptional service across multiple communication channels. This role manages both inbound inquiries and proactive outbound outreach, ensuring timely resolution of concerns and supporting the broader operations team to uphold service excellence standards.

Responsibilities include handling inquiries via email, phone, and face-to-face consultations, performing outbound calls to

Qualifications

• Bachelor's degree in business-related field required.
• Strong written and verbal English and Tagalog.
• Experience in customer service or client support preferred.

Responsibilities

• Manages and resolves client inquiries by processing requests and liaising with stakeholders; provides timely feedback via email and face-to-face consultations.
• Performs outbound calls to clients with bank-financed accounts and past-due balances; provides payment reminders and guides through financing processes; negotiates repayment plans.
• Provides clients with updates on the status of inquiries, requests, follow-ups, and complaints.
• Monitors commitments based on standard turnaround times (TATs).
• Back-up for Walk-in or Electronic channels depending on volume surges.
• Supports operational needs by performing other duties and special projects as assigned by the immediate head.

Skills

Critical thinking

Analytical skills

Urgency

Integrity

Oral communication

Professional tone

Call handling

Email handling

Complaint handling

Education

Bachelor's degree in business-related field

Job description

Job Summary

The Client Care Associate serves as the primary point of contact for our clients, delivering exceptional service across multiple communication channels. This role is responsible for managing both inbound inquiries and proactive outbound outreach, ensuring timely resolution of client concerns, and supporting the broader operations team to meet service excellence standards.

Duties and Responsibilities

• Managesand resolves client inquiries by processing requests, liaising with internaland external stakeholders, and providing timely feedback through both email andface-to-face consultations
• Performsoutbound calls to clients with bank-financed accounts and past-due balances. Responsible for providing payment reminders, guiding clients through the bankfinancing process, and negotiating repayment plans to recover outstandingbalances while maintaining positive client relationships
• Providesclients with updates on the status of their inquiries, requests, follow-ups, and complaints
• Monitorscommitments based on standard and complaint turnaround times (TATs).
• Expectedto be able to serve as back-up for either Walk-in or Electronic channelsdepending on the surge of volume of clients
• Supportsoperational needs by performing other duties and special projects as assignedby the immediate head.

Technical Competencies and Skills

• Critical thinking and analytical skills, used for identification of root cause and problem owners.
• High sense of responsibility and urgency in dealing with external and internal clients
• Person with integrity
• Good oral communication skills, both in English and Tagalog
• Professional tone of voice, to be used for outgoing conversations with both internal and external clients
• Skills in call handling, email handling, complaint handling

Education, Trainings and Licenses Required

• Bachelor's degree in any business-related course, such as Management, Marketing