CUSTOMER CARE OFFICER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 250,000 - 390,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Care Officer to provide resolutions for customer concerns handled by the department. The role focuses on reviewing cases, coordinating with relevant units, presenting customer perspectives, and drafting replies for clearance.

The ideal candidate holds a Bachelor's degree with at least 2 years in banking, is proficient in bank policies, and demonstrates strong customer service and empathy in resolving issues.

Qualifications

• Bachelor's degree required.
• Minimum 2 years banking industry experience.
• Knowledge of bank products and services.
• Experience in customer service and complaint handling.
• Empathy for clients in varied situations beyond standard solutions.
• Attention to detail when collating information from client and bank.
• Ability to present information clearly to enable management decisions.
• Efficient with urgency in resolving client concerns.

Responsibilities

• Review assigned customer concerns/cases to determine next steps.
• Refer concerns to relevant bank units for investigation or handling.
• Present customers' perspective to relevant units for proper evaluation.
• Draft replies for review and approval by Customer Care Department Head; release to customers or via signatory.
• Identify and escalate concerns requiring policy review, risk mitigation, or other actions.

Skills

Customer service

Complaint handling

Attention to details

Organized

Empathy

Education

Bachelor's degree

Job description

The Customer Care Officer is responsible for providing feedback or resolutions to address customer concerns/cases received by the department.

Responsibilities

• Review assigned customer concerns/cases, to determine next course of action
• Refer customer concerns/cases to the pertinent unit/s of the Bank for investigation and/or handling
• Present the customers’ perspective to the pertinent unit/s of the bank to ensure a proper evaluation of the concern
• Draft replies for review and approval of the Customer Care Department Head; for release directly to customers or via assigned signatory
• Identify and escape to the pertinent unit's customer concerns that may require possible process improvement, policy review, risk mitigants, reputational risk, BSP FCP concerns, legal liabilities

Qualifications

• Bachelor's Degree graduate
• At least 2 years of experience in the banking industry
• Proficient in branch banking policies and procedures, with comprehensive knowledge of bank products and services
• Skilled in customer service and complaint handling
• Empathy for clients’ unique situations vs standard solutions provided by the bank
• Attention to details in collating information related to the concern both from the client and the bank
• Organized when presenting information to enable management to easily evaluate the situation and decide on courses of action
• Efficient, with sense of urgency in resolving clients' concerns