Phone Banking Associate - Customer Care & Solutions

Metrobank; Pasay; On-site; PHP 240,000 - 360,000; Full time

Job summary

Metrobank is seeking a Contact Center Phone Banking Officer to join the Voice Operations Team 2 in the Consumer Business Sector. The role focuses on responding to inquiries and resolving requests from customers via phone, delivering world-class service, and achieving targets.

Qualifications include a Bachelor’s degree, proficiency in MS Word/Excel/PowerPoint, and at least 1 year of banking-related experience with strong verbal and written communication skills.

Qualifications

• Bachelor’s degree graduate, preferably in business related course.
• Proficient in MS Word, Excel, and PowerPoint.
• Must have exceptional verbal and written communications skills.

Responsibilities

• Provides world-class customer service
• Responds to customer queries and requests via phone and resolves issues on deposits, remittance, MetroHome, MetroCar and e-Banking
• Ensures that the prescribed targets are achieved
• Acknowledges and ensures correctness of endorsed cases for investigation
• Provides customers with product and service information
• Ensures proper coordination of complaints with support units to provide resolution within prescribed turn-around-time
• Follows up on customer inquiries and requests that are not immediately resolved
• Completes daily call logs and call reports
• Recognizes, documents and alerts the VOD TL of trends in customer calls
• Recommends and initiates process improvements
• Assists Contact Center Analysts (CCAs) with client requests beyond their capacity

Skills

Verbal communication

Written communication

Customer service

Banking experience

Education

Bachelor's degree

Tools

MS Word

MS Excel

MS PowerPoint

Job description

Metrobank is seeking a Contact Center Phone Banking Officer to join the Voice Operations Team 2 in the Consumer Business Sector. The role focuses on responding to inquiries and resolving requests from customers via phone, delivering world-class service, and achieving targets.

Qualifications include a Bachelor’s degree, proficiency in MS Word/Excel/PowerPoint, and at least 1 year of banking-related experience with strong verbal and written communication skills.