Statement Services Specialist

Security Bank Corporation; Makati; On-site; PHP 240,000 - 360,000; Full time

Job summary

Security Bank Corporation is seeking a dedicated Mailroom/Dispatch Associate to support Credit Card Operations, focusing on mailing and dispatch of the Statement of Account (SOA).

The role involves validating outputs, uploading courier reports, handling complaints, and coordinating with couriers to ensure successful deliveries in a fast-paced banking environment.

Candidates should have 1–4 years of experience and a Bachelor's degree, with strong MS Office skills and meticulous attention to detail.

Qualifications

• 1–4 years of work experience in administrative or operations roles.
• Bachelor's degree in any field.
• Open to any field of study.

Responsibilities

• Endorse and route complaints and delivery requests to couriers via email or CRM.
• Provide timely feedback in CRM or email within turn-around time.
• Ensure re-delivery of accounts with unresolved complaints to cardholders.
• Coordinate with couriers for undelivered SOA or CA PIN and trigger redelivery.
• Validate Billing for SOA delivery and eSOA sending by service providers.
• Escalate delays, system errors, or downtime to Unit Head and coordinate with vendors.
• Identify root causes of delivery failures for RTS cards and implement fixes.
• Maintain data deletion/destruction certificates per data retention policy.

Skills

MS Office

Communication

Analytical thinking

Attention to detail

Education

Bachelor's Degree

Job description

Responsible in efficiently handling mailing and dispatch tasks of Credit Card Statement of Account (SOA). Moves toward the process improvement and innovations to be applied to the group framework that can help the Cards Business achieve its goals.

1. Timely and accurate validation of credit card statement SOA output.

2. Timely upload of Courier’s Delivery Report in CODTS (Card Operations Delivery Tracking System) as well as the corresponding Internal reports related to Credit Card Statement of Account (SOA) and/or Cash Advance Pin.

3. Timely and accurate handling for complaints related to Credit Card Statement of Account (SOA) and/or Cash Advance Pin.

• Endorsement of complaints and/or delivery requests to respective couriers received via email or CRM.
• Feedback in email or CRM case within the turn-around time
• Ensure that accounts with complaints are re-delivered to the card holder

4. Facilitates curing for undelivered Credit Card Statement of Account (SOA) and/or Cash Advance Pin.

• Endorsement of list for SMS of all undelivered CA Pins/SOA
• Coordination with couriers on the redelivery of CA Pins/SOA

5. Ensures timely deletion and/or shredding of data file, spoilage, and RTS received from third party service providers and storing copies of Deletion and/or Destruction certificates in a secured filing cabinet to comply with the Bank's data retention policy.

6. Escalates to Unit Head and other concerned unit/s any delays, system errors, or system downtime that may affect cash advance pin production and delivery by actively coordinating with third party vendors and colleagues to prepare respective unit/s in case of longer delays.

7. Proactively handle RTS cards by identifying root causes of delivery failures and implementing corrective actions to ensure successful redelivery. This includes analyzing patterns, coordinating with relevant units, and applying solutions that improve delivery success rates.

8. Timely and accurate validation of Billing for credit card statement SOA delivery and eSOA Sending by Service Providers.

JOB QUALIFICATIONS

Years of Work Experience: 1 - 4 Years

Educational Attainment: Bachelor's Degree

Required course (if applicable): Open to any field study

KNOWLEDGE AND SKILLS REQUIREMENT

Knowledgeable in MS Office

Good communication, decision-making, and analytical skills

Able to work with minimal supervision, keen to details

Able to communicate effectively with all levels of the organization and external parties

Results-oriented; able to be systematic and organized despite high volume of workload

Able to adapt in a fast-paced environment