CUSTOMER MANAGEMENT ASSOCIATE

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 268,000 - 469,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Care Associate in Metro Manila to manage escalated customer inquiries and complaints with a focus on fair, customer-centric resolutions.

The role requires strong communication skills, attention to detail, and proficiency with MS Office. Fresh graduates are welcome to apply, and knowledge of card and loan products is a plus.

Qualifications

• Must possess at least Bachelor's/College Degree in Business Studies/Administration/Management/Finance/Accountancy/Banking equivalent
• Fresh graduates are welcome to apply
• Proficient in using Microsoft Office applications
• Detail-oriented; Excellent verbal and written communication
• Knowledge in card and loan products is preferred, but not required

Responsibilities

• Handle escalated customer complaints, requests, and inquiries referred by regulators, senior management, and internal units.
• Conduct thorough investigations of escalated cases by gathering relevant data, coordinating with internal and external units, and analyzing root causes of customer concerns.
• Recommend timely and appropriate resolutions, business considerations, and customer compensation where applicable in accordance with Bank policies and service standards while prioritizing customer satisfaction.
• Prepare necessary documents such as account reconciliations, statements of account, payment arrangements, certifications, and quitclaims.
• Ensure adherence to regulatory requirements and internal service commitments in handling escalations

Skills

MS Office

Detail orientation

Communication skills

Card products

Loan products

Education

Bachelor's degree in Business Studies/Administration/Management/Finance/Accountancy/Banking

Job description

The Customer Care Associate is responsible for managing and resolving complex customer complaints, requests, and inquiries that have been escalated to the Bank’s regulators, Senior Management, or internal units requiring special handling and business consideration. This role ensures prompt, fair, and customer -centric resolutions while safeguarding the Bank’s reputation and compliance with regulatory standards.

Responsibilities

• Handle escalated complaints, requests, and inquiries referred by regulators, senior management, and internal units.
• Conduct thorough investigations of escalated cases by gathering relevant data, coordinating with internal and external units, and analyzing the root causes of customer concerns.
• Recommend timely and appropriate resolutions, business considerations, and customer compensation where applicable in accordance to the Bank’s policies, procedures, and service standards while prioritizing customer satisfaction.
• Prepare necessary documents such as account reconciliations, statements of account, payment arrangements, certifications, and quitclaims.
• Ensure adherence to regulatory requirements and internal service commitments in handling escalations

Qualifications

• Must posses at least Bachelor's/College Degree in Business Studies/Administration/Management/Finance/Accountancy/Banking equivalent
• Fresh graduates are welcome to apply
• Proficient in using Microsoft Office applications
• Detail-oriented; Excellent verbal and written communication
• Knowledge in card and loan products is preferred, but not required