CUSTOMER CARE ASSOCIATE

Bank of the Philippine Islands (BPI); Makati; On-site; PHP 360,000 - 540,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Loan Servicing Associate to handle a range of loan servicing transactions and customer inquiries. The role focuses on processing, documentation, and support activities while ensuring adherence to bank policies and regulatory requirements.

The position involves maintaining accurate records, supporting process improvement initiatives, and performing administrative duties as part of the loan servicing team.

Responsibilities

• Process and support various loan servicing transactions, including counter and customer support services.
• Collateral and document safekeeping; COM processing for fully paid loans.

Job description

This role is responsible for processing loan-related transactions, handling customer inquiries, maintaining records and documents, and supporting various loan servicing and post-booking activities while ensuring compliance with bank policies and regulatory requirements.

Key Responsibilities

• Process and support various loan servicing transactions, including:
  • Counter and customer support services
  • Collateral and document safekeeping
  • Cancellation of Mortgage (COM) processing for fully paid loans
  • Loan maintenance and certification requests
  • Rate adjustments and loan repricing
  • Loan modification requests
  • External refinancing/loan takeout processing
  • Accounting-related and administrative transactions
• Provide customer assistance through:
  • Walk-in/client counter services
  • Phone inquiries and service requests
  • Email and digital channels
  • Customer complaint and feedback resolution
• Maintain accurate records and documentation.
• Ensure adherence to internal controls, policies, procedures, and regulatory requirements.
• Participate in process improvement initiatives and projects.
• Perform administrative, clerical, and other assigned duties.