CUSTOMER CARE ASSOCIATE

Bank of the Philippine Islands (BPI); Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Loan Servicing Specialist in the Philippines to process and support a range of loan servicing transactions. You will handle counter and customer interactions, maintain collateral and documents, and ensure accurate record-keeping.

The role emphasizes compliance with bank policies and regulatory requirements, supporting rate adjustments, loan modifications, refinancing, and post-booking activities.

Responsibilities

• Process and support loan servicing transactions, including counter and customer support.
• Safekeep collateral and documents; handle COM processing for paid loans.
• Manage loan modifications, rate adjustments, and repricing.
• Handle external refinancing/loan takeout processing.
• Maintain accurate records and documentation.
• Ensure compliance with bank policies and regulatory requirements.
• Participate in process improvements and projects.
• Perform administrative and clerical duties.

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.