Customer Experience & Escalations Manager

UNObank, Inc.; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

UNObank, Inc. is recruiting a Customer Relations Manager in Manila to lead the customer complaint function and drive timely resolutions.

You will manage escalations, service recovery, and communications, working closely with Operations, Compliance, Fraud/Risk, Product, and Technology to protect customer interests. The role reports to the Training, Quality and Customer Experience Lead and focuses on delivering fair, compliant, and efficient outcomes for customers while feeding insights to improve

Qualifications

• Bachelor’s degree in Business Administration, Management, Finance, Banking, or related field.
• Postgraduate degree, professional certification, or customer-service training is an advantage.
• Experience in banking, fintech, or regulated industries is preferred.

Responsibilities

• Lead day-to-day management of customer complaints, escalations, and complex concerns.
• Coordinate service recovery with operations, product, tech, compliance, risk, and other teams.
• Oversee the quality and timeliness of customer communications in response to complaints.
• Act as customer advocate, providing insights to product and operations to improve processes.

Skills

Complaint handling

Escalation management

Customer communication

Cross-functional collaboration

Education

Bachelor's degree

Postgraduate degree

Job description

UNObank, Inc. is recruiting a Customer Relations Manager in Manila to lead the customer complaint function and drive timely resolutions.

You will manage escalations, service recovery, and communications, working closely with Operations, Compliance, Fraud/Risk, Product, and Technology to protect customer interests. The role reports to the Training, Quality and Customer Experience Lead and focuses on delivering fair, compliant, and efficient outcomes for customers while feeding insights to improve