Universal Customer Service Representative (Blended)

Security Bank Corporation; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

Security Bank Corporation in Makati is seeking a Better Banking Specialist to manage customer interactions across inbound/outbound calls, email, chat, and social channels with 24x7 support.

You will handle queries on credit cards, billing, disputes, and other bank products, and may cross-sell relevant offerings while escalating complex cases for timely resolution. On-site work at Ayala Head Office is required and shift schedules apply.

Qualifications

• Bachelor’s degree in any field.
• Ability to manage multiple client interactions.
• Excellent verbal and written communication.

Responsibilities

• Handle inbound/outbound calls to support client inquiries.
• Support CASA, Loans, Digibanker, SBOL, and credit cards.
• Respond to emails and other correspondence.
• Cross-sell products and escalate complex cases.

Skills

Multitasking

Communication skills

Listening skills

Multichannel handling

Voice & non-voice experience

Education

Bachelor's degree

Job description

As a Better Banking Specialist, you are responsible for delivering the Bank’s service proposition by providing quality customer management and service through various robust and efficient channels of the Contact Centre Inbound/Outbound Calls, Email, Chat, social media with 24x7 support. You will handle service-related queries of clients that may involve credit card inquiries, billing, disputes and other bank products.

How you'll contribute

• Receive inbound or conduct outbound calls to support and manage client inquiries, and requests, and address concerns.
• Provide Support to a wide range of product lines: CASA, Loans, Transaction banking (Digibanker), SBOL, Credit cards and all other products supported by the contact centre.
• Answer/accomplish emails and/or other correspondences where required
• Conduct cross or upsell of various bank products based required portfolio sales delivery
• Escalate complaints or complex cases timely; Assign or endorse to appropriate Support units/functions; Case Management and resolution

What we're looking for

• Bachelor’s Degree in any field
• Able to multi-task and manage various types of client's interactions
• Effective communication and listening skills
• Capable of managing interactions via multi-channel capabilities and experienced in Voice and Non voice verticals
• Willing to work on premise in Ayala, Makati (Head Office)
• Willing to work on a shifting schedule, holidays and weekends
• Fresh graduates are encouraged to apply

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.