Phone Banking Officer - Elevate Customer Experience

Metrobank; Philippines; On-site; PHP 290,000 - 424,000; Full time

Job summary

Metrobank in the Philippines is seeking a Contact Center Phone Banking Officer to provide exceptional customer service by phone, assisting with deposits, remittances, MetroHome, MetroCar, and e-Banking transactions.

You will respond to inquiries, resolve concerns, and strive to meet targets while documenting cases and coordinating with support units to ensure timely resolution. Overtime and weekend/holiday shifts are required.

Qualifications

• Bachelor’s degree in business preferred.
• Proficient in MS Word, Excel and PowerPoint.
• Exceptional verbal and written communications skills.
• At least 1 year of banking-related experience.
• Preferably prior customer service or contact center experience.
• Willing to work overtime, on shifting schedule, and weekends/holidays.

Responsibilities

• Provides world-class customer service by phone.
• Responds to customer queries and resolves requests on deposits, remittances, MetroHome, MetroCar, and e-Banking.
• Ensures targets are achieved and documented accordingly.
• Acknowledges and routes endorsed cases for investigation when needed.
• Provides product and service information to customers.
• Coordinates with support units to resolve complaints within turnaround times.
• Follows up on unresolved inquiries and maintains daily logs/reports.
• Identifies trends and alerts supervisors; participates in process improvements.
• Assists CCAs with requests beyond their capacity.

Skills

Verbal and written communications

Customer service experience

Education

Bachelor’s degree

Tools

MS Word

Excel

PowerPoint

Job description

Metrobank in the Philippines is seeking a Contact Center Phone Banking Officer to provide exceptional customer service by phone, assisting with deposits, remittances, MetroHome, MetroCar, and e-Banking transactions.

You will respond to inquiries, resolve concerns, and strive to meet targets while documenting cases and coordinating with support units to ensure timely resolution. Overtime and weekend/holiday shifts are required.