Process Control Specialist

Metropolitan Bank & Trust Company; Philippines; On-site; PHP 260,000 - 380,000; Full time

Job summary

Metropolitan Bank & Trust Company is seeking a CBS – Process Control Specialist to maintain quality standards in Customer Service. You will perform Day Two/Quality Assurance reviews, identify errors, and coordinate with multiple units to ensure timely corrections and controls are in place.

The role requires a Bachelor’s degree, proficiency in MS Word, Excel, PowerPoint, and strong communication skills. Overtime, shift work, weekends, and holidays may be required, based on business needs at the

Qualifications

• Bachelor’s degree in business-related field.
• Proficient in MS Word, Excel, and PowerPoint.
• Strong written and oral communication skills.
• Good knowledge of Customer Service guidelines, policies, and processes in a credit card/financial setting.
• Willing to work overtime, on shifting schedules, weekends and holidays.

Responsibilities

• Maintain Customer Service’s quality standards by ensuring maintenance activities and reversals follow approved guidelines or have necessary approvals.
• Conduct Day Two/Quality Assurance reviews and accuracy checks daily, weekly, and monthly.
• Identify and correct errors promptly; liaise with units to ensure full closure.
• Escalate cases and issues that may pose organizational risk promptly and professionally.
• Assist in MIS preparation and data analysis for error rates, trends, and corrective actions.
• Support dissemination of updates on policies and procedures to the team.
• Participate in UAT activities.

Skills

Communication

Written communication

Oral communication

Quality awareness

Education

Bachelor’s degree in business-related course

Tools

MS Word

MS Excel

PowerPoint

Job description

Be #InGoodHands with Metrobank!

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

Position Title: CBS – Process Control Specialist

Job Summary:

• The position is responsible for maintaining Customer Service’s Quality Standards by ensuring that all maintenance activities and reversals are done in accordance with the approved guidelines and policies or has the requisite approval in the performance of such. It is also involved in Risk and Fraud Reduction activities by ensuring that all errors are immediately identified and corrected in a timely and appropriate manner.

Duties & Responsibilities

• Continuously acquire excellent knowledge of the card products and features, system functionalities, company policies and procedures and customer service orientation

• Keep informed of the introduction of new systems, policies and procedures, and new product features or merchant facility functionality needed in the performance of the Day Two / Quality Assurance Function.

• Conduct Day Two / Quality Assurance reviews and accuracy checks on a daily, weekly and monthly basis

• Make accurate evaluations and assignment of errors based on the existing parameters as embodied in the Quality Assurance Framework and in compliance to existing company standards and policies.

• Ensure immediate correction of identified errors by liaising with the units concerned and monitor until full closure is attained.

• Ensure that all assigned review activities are done within turnaround time (TAT) and all errors are reported promptly

• Escalate cases, errors and issues that may result to organization risk in a prompt and professional manner.

• Provide suggestions or recommendations for process improvement initiatives in Customer Service to resolve identified issues.

• Facilitate preparation of unit’s MIS in coordination with WorkForce and other units concerned by providing the requisite data to determine error rates, trends, corrective actions, etc.

• Participate and assist in the dissemination of daily/weekly update to the team such as policies and procedures, new guidelines, as required.

• Participate in UAT (user’s acceptance testing) activities.

Qualifications:

• Bachelor’s degree graduate, preferably in business related course.

• Proficient in various software applications including MS Word, Excel, and PowerPoint.

• Has good written and oral communication skills.

• Must have excellent knowledge of existing guidelines and policies, procedures and processes of Customer Service in a credit card / financial company.

• Willing to work overtime, on shifting schedule (if necessary), weekends and holidays.

Others:

Rank: Rank & File

Unit: CBS - Operations Group | Customer Service Department | Transformation, Quality Assurance and Control Section

Location: Metrobank Card Center, Makati City