Universal Customer Service Representative (Blended)

Security Bank Corporation; Philippines; On-site; PHP 180,000 - 300,000; Full time

Job summary

Security Bank Corporation in the Philippines is seeking a Better Banking Specialist to deliver our service proposition through multi-channel support, including inbound/outbound calls, email, chat, and social media with 24x7 coverage. You will handle client inquiries across products, requiring strong communication skills and the ability to manage both voice and non-voice interactions.

This role is on-site at Ayala, Makati, with shifting schedules, including holidays and weekends; fresh graduates

Qualifications

• Bachelor’s Degree in any field.
• Ability to multi-task and manage various client interactions.
• Effective communication and listening skills.
• Capable of managing cross-channel interactions (Voice and Non-voice).
• 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.

Responsibilities

• Receive inbound or conduct outbound calls to support and manage client inquiries and requests.
• Provide support across CASA, Loans, Transaction banking, SBOL, Credit cards and other contact centre products.
• Answer emails and other correspondences when required.
• Cross-sell and upsell products as appropriate; escalate or route complex cases to the appropriate unit.

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.”