Customer Care Associate

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 250,000 - 360,000; Full time

Job summary

Bank of the Philippine Islands (BPI) seeks a detail-oriented loan servicing associate to process loan-related transactions, respond to customer inquiries, and maintain comprehensive records. The role emphasizes accuracy, compliance, and timely service in a busy retail banking environment.

You will support post-booking activities, collaborate with internal teams, and contribute to process improvements while upholding bank policies and regulatory requirements.

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.

Job description

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.

Requirements: