Service Delivery Officer

Bank of the Philippine Islands (BPI); Makati; On-site; PHP 400,000 - 700,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a dedicated customer service professional to create and manage processes supporting Agency Banking programs. You will engage partners, oversee complaints handling, and enhance service channels to improve client satisfaction.

Responsibilities include leading a team, monitoring performance, and coordinating with branches and partner agents to ensure timely responses and policy adherence.

Qualifications

• Bachelor’s degree in a business-related field.
• 2–3 years of experience in retail banking or related field.
• Knowledge of Microsoft Excel and banking products/services.
• Strong interpersonal and communication skills.

Responsibilities

• Engage and communicate with business partners to resolve agency banking complaints and requests within SLA.
• Manage the central repository of client complaints and requests from partners, merchant clients, contact center, and branches.
• Develop and manage customer service channels and templated responses for agency banking scenarios.
• Lead the Sales Channel Management framework to achieve business goals in agency banking partnerships.
• Lead and manage a team of customer service representatives to ensure high customer satisfaction.
• Attend to and fulfill Merchant Acquiring inquiries, requests and complaints promptly.
• Monitor team performance and provide coaching to meet performance metrics.
• Conduct regular team meetings and share updates on performance and new policies.

Skills

Interpersonal skills

Communication skills

Team leadership

Education

Bachelor’s degree in business

Tools

Microsoft Excel

Banking products knowledge

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 Microsoft Excel and banking products and services
• Good interpersonal and communication skills