CONTACT CENTER PHONE BANKING OFFICER, VOICE OPERATIONS TEAM 2

Metrobank; Pasay; Vor Ort; PHP 240.000 - 360.000; Vollzeit

Zusammenfassung

Metrobank is seeking a Contact Center Phone Banking Officer to join the Voice Operations Team 2 in the Consumer Business Sector. The role focuses on responding to inquiries and resolving requests from customers via phone, delivering world-class service, and achieving targets.

Qualifications include a Bachelor’s degree, proficiency in MS Word/Excel/PowerPoint, and at least 1 year of banking-related experience with strong verbal and written communication skills.

Qualifikationen

• Bachelor’s degree graduate, preferably in business related course.
• Proficient in MS Word, Excel, and PowerPoint.
• Must have exceptional verbal and written communications skills.

Aufgaben

• Provides world-class customer service
• Responds to customer queries and requests via phone and resolves issues on deposits, remittance, MetroHome, MetroCar and e-Banking
• Ensures that the prescribed targets are achieved
• Acknowledges and ensures correctness of endorsed cases for investigation
• Provides customers with product and service information
• Ensures proper coordination of complaints with support units to provide resolution within prescribed turn-around-time
• Follows up on customer inquiries and requests that are not immediately resolved
• Completes daily call logs and call reports
• Recognizes, documents and alerts the VOD TL of trends in customer calls
• Recommends and initiates process improvements
• Assists Contact Center Analysts (CCAs) with client requests beyond their capacity

Kenntnisse

Verbal communication

Written communication

Customer service

Banking experience

Ausbildung

Bachelor's degree

Tools

MS Word

MS Excel

MS PowerPoint

Jobbeschreibung

CONTACT CENTER PHONE BANKING OFFICER, VOICE OPERATIONS TEAM 2

Be #InGoodHands with Metrobank!

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: Contact Center Phone Banking Officer

Job Summary

• Contact Center Phone Banking Officers (CCPOs) shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone.

Specific Duties & Responsibilities

• Provides world-class customer service
• Responds to customer queries and requests made via phone and provides satisfying solutions to concerns regarding Deposits, Remittances, MetroHome, MetroCar and e-Banking related transactions
• Ensures that the prescribed targets are achieved
• Acknowledges and ensures correctness of endorsed cases for investigation.
• Provides customers with product and service information
• Ensures proper coordination of complaints with support units to provide resolution within prescribed turn-around-time
• Follows up on customer inquiries and requests that are not immediately resolved
• Completes daily call logs and call reports
• Recognizes, documents and alerts the VOD TL of trends in customer calls
• Recommends and initiates process improvements
• Assists Contact Center Analysts (CCAs) with client requests that are beyond their capacity

Qualifications

• Bachelor’s degree graduate, preferably in business related course.
• Proficient in various software applications including MS Word, Excel, and PowerPoint.
• Must have exceptional verbal and written communications skills.
• Must have at least 1 year of banking related experience.
• Preferably with prior experience in customer service and/or contact center role.
• Willing to work overtime, on shifting schedule, and on weekends and holidays.

Other Details:

Rank:Junior Officer

Unit:Consumer Business Sector / CBS - Operations Group / Customer Engagement Division / Voice Operations Department