Customer Service Officer

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 350,000 - 600,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking an Agency Banking Customer Service Lead to design and manage processes that support agency banking programs. You will engage with business partners to resolve complaints and coordinate across partners, merchant clients, and bank teams.

You will oversee a team of customer service representatives, monitor performance against SLAs, develop templated replies, and drive improvements in service delivery through the Sales Channel Management Framework.

Qualifications

• Bachelor’s degree in a business-related course.
• 2–3 years of working experience in retail banking or related field.
• Good interpersonal and communication skills.
• Knowledge of Bank products and services.

Responsibilities

• Engage with business partners to resolve agency banking complaints and requests per SLA.
• Manage central repository of all client inquiries from various channels.
• Develop and manage customer service channels for agency banking queries and concerns.
• Lead and coach a team of customer service representatives to meet performance metrics.
• Coordinate with partnerships to deliver effective service delivery.
• Conduct regular team meetings to discuss performance and policy updates.
• Monitor team performance and provide coaching as needed.

Skills

Customer service

Leadership

Communication

Team management

CRM system

Database management

Education

Bachelor's Degree in a business-related course

Tools

CRM system

Database management

Job description

Job Description:

Create and manage customer service processes to support programs and activities of Agency Banking.

Responsibilities

• Engage and communicate directly with business partners to provide resolution and handling process to all Agency Banking related complaints, queries and requests in accordance with the service level of agreement. This may require coordination with Partner Agents, Merchant Clients, other teams in Agency Banking and across the Bank.


• Manage Agency Banking database / central repository of all client complaints, requests and queries filed thru Partner Agents, Merchant Clients, Contact Center, branch, and other units of the Bank.


• Develop and manage customer service channels of Agency Banking handling customer requests and concerns. Includes development of handling processes for different types of scenarios including templated replies and spiels.


• Oversees customer service delivery programs for partnerships through the strategic implementation of the Sales Channel Management Framework to achieve business goals.


• Lead and manage a team of customer service representatives to ensure high levels of customer satisfaction


• Attend to and fulfill Merchant Acquiring related inquiries, requests and complaints in a timely manner


• Monitor team performance, provide coaching, feedback and support to ensure team members meet or exceed performance metrics


• Conduct regular team meetings, providing updates on business performance, new policies and initiatives

Qualifications

• Bachelor’s Degree in a business-related course


• At least 2-3 years of working experience in retail banking or other related field


• Knowledge in products and services of the Bank


• Good interpersonal and communication skills