Customer Service Officer

RCBC; Makati; On-site; PHP 360,000 - 540,000; Full time

Job summary

RCBC is seeking a CS Associate/Officer to provide after-sales service support for GTB E-Channel services for RCBC Corporate clients. You will handle onsite visits or remote assistance via email or phone, acting as the primary contact window for GTB.

Responsibilities include managing inquiries via phone and email, ensuring thorough implementation of products/programs, guiding clients, and supporting GTB projects related to online channels. Banking experience is a plus.

Qualifications

• 4-year college degree preferably in banking, product development, business, IT or accounting.
• Banking, IT or product development experience preferred but not required.
• Adequate knowledge in IT applications for system customization/interface.
• Solid customer service experience, preferably in banking.

Responsibilities

• Handles and monitors phone calls and emails from internal and external customers in a timely and definitive manner.
• Ensures products and/or programs are implemented thoroughly to the satisfaction of both internal and external customers.
• Provides guidance to GTB clients through phone, email or online assistance as part of GTB after sales service to meet customer experience.
• Provides inputs and support to GTB projects/deals specific to e-channel platforms that may require customization for unique requirements.
• Develops and enhances online infrastructure to monitor ageing and fulfillment for communications with clients.
• Monitors and analyzes data on turnaround time of enrollments, servicing and investigation items to improve handling and resolution.
• May be tasked to review product/service volumes and revenues to determine business directions and action plans.
• May be tasked to design, develop, enhance, test and launch GTB products, specifically online channels for Cash Management Services.

Skills

Customer service

Banking knowledge

IT applications

Product development

Education

4-Year College Degree

Job description

• Provides after sales service support for all GTB E-Channel services, After sales servicing would involve onsite visits to client or remote assistance via email or phone. The CS Associate/Officer acts as a point of contact window through GTB, for RCBC Corporate clients.

Job Summary

• Provides after sales service support for all GTB E-Channel services, After sales servicing would involve onsite visits to client or remote assistance via email or phone. The CS Associate/Officer acts as a point of contact window through GTB, for RCBC Corporate clients.

How will you contribute?

• Handles and monitors phone calls and emails from internal and external customers in a timely and definitive manner.
• Ensures products and/or Programs are implemented thoroughly to the satisfaction of both internal and external customers.
• Provides guidance to GTB clients through phone, email or online assistance as part of GTB after sales service in order to meet customer experience/satisfaction.
• Provides valuable inputs and support to GTB projects/deals specific to the e-channel platforms that may require some customization for unique requirements.
• Develops and enhances online infrastructure to monitor ageing and fulfillment for both incoming and outgoing communications from and to the inquiring (internal and external) clients.
• Monitors and analyzes data on the turnaround time of enrollments, servicing and investigation items to improve on its handling and resolution of referred items.
• May be tasked to review, analyze product/service volumes and revenues to determine business directions, strategies and action plans
• May be tasked to design, develop, enhance, test and launch GTB Products, specifically online channels for Cash Management Services.

What will make you successful?

• - 4-Year College Degree preferably with Banking, Product Development, Business, IT or Accounting-related courses
• Not necessary but preferably with experience in Banking, IT or Product Development
• - Adequate knowledge in IT-applications specific for system customization/interface. May have product development/marketing in the field of business or banking
• - Must have a solid customer service experince preferably in banking