Credit Support Officer (6-month contract)

Vault Outsourcing OPC; Makati; On-site; PHP 180,000 - 360,000; Full time

Job summary

Vault Outsourcing OPC is seeking a Credit Support Officer for a 6-month contract at our Makati location in the Philippines. The role requires strong customer service, communication, and problem-solving skills to handle multi-channel interactions, update records, and resolve escalated issues.

The candidate should be able to work autonomously, adapt to changes, and contribute to process improvements while maintaining high integrity and organization.

Qualifications

• University degree preferred.
• Strong written and verbal communication.
• Ability to handle pressure and manage expectations.

Responsibilities

• Provide best-in-class customer experience across channels.
• Update customer records after interactions.
• Handle escalated calls and resolve complex issues.
• Share knowledge with Operations and stakeholders.
• Identify process gaps and propose improvements.
• Drive efficiency and accuracy of processes.
• Meet team and individual performance targets.

Skills

Customer service

Communication

Problem solving

Adaptability

Process improvement

Autonomous

Integrity

Organized

Regulatory knowledge

Education

University degree

Tools

CRM

Job description

Credit Support Officer (6-month contract)

About the job Credit Support Officer (6-month contract)

Key Responsibilities:

• Wear many hats to accomplish a singular goal, providing our customer with a best-in-class experience.
• Handle each customer interaction via multiple channels phone, email and/or chat in accordance with company policies, guidelines and procedures.
• Put in the extra effort to engage customers, listen to customer complaints or concerns and work to resolve their issues.
• Responsible for accurately updating customer records after each interaction.
• Assist on handling escalated calls from across all areas; handling Level 1 complaints and complex problems posed by our customers.
• Assist Operations team and greater business through regular knowledge sharing.
• Advise Ops Manager and key stakeholders of customer service trends and assist with proactive strategies to ensure customer satisfaction.
• Proactively identify process, system gaps and work with your team and key stakeholders to develop possible solutions and improvements.
• Drive the increase in the efficiency and accuracy of our processes.
• Perform any other contact centre duties as directed.
• Consistently meet your team and individual measures of success.

Qualifications:

• A team player with excellent written and verbal communication and interpersonal skills.
• Be agile and have a strong willingness to accept and embrace change.
• A passion for customer service alongside strong judgement, logical thinking to obtain the best outcome for the customer and the business.
• Proven ability to work under pressure and manage customer and business expectations.
• Have an innovative approach with a focus on continuous process improvement.
• Able to work autonomously.
• Open, honest, respectful, and trustworthy.
• Organized and proactive.
• Demonstrate high integrity.
• University degree preferred.
• At least 2 years experienced.
• Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The AntiMoney Laundering, and Counter-Terrorism Financing Act, Privacy Act; and National Consumer Credit Protection Act.
• Sound Computer skills, past experienced with CRM a plus.