Universal Customer Service Representative (Contact Center)

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

Job summary

Security Bank Corporation is seeking a Better Banking Specialist to provide customer management and service through inbound/outbound calls, email, chat and social media with 24x7 support. The role covers inquiries across CAS A, loans, online banking and other bank products, working on premise in Ayala, Makati.

The ideal candidate will handle multi-channel interactions, communicate effectively, and be able to manage multiple client requests while maintaining quality service.

Qualifications

• Ability to manage multiple client interactions across channels.
• Strong listening and clear communication.
• Experience with voice and non-voice channels is a plus.
• Willing to work on premise in Ayala, Makati (Head Office).
• Willing to work on shifting schedule, holidays and weekends.

Responsibilities

• Receive inbound or conduct outbound calls to support and manage client inquiries.
• Provide support across CASA, Loans, Transaction banking, Security Bank Online, Credit cards and other products.
• Respond to emails and other correspondences as required.
• Conduct cross-sell or upsell of bank products as needed.
• Escalate complaints or complex cases and ensure resolution.

Skills

Multi-tasking

Communication

Multi-channel support

Fresh grads welcome

Education

Bachelor's Degree

Job description

About the Role

As 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 Mediawith 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), Security Bank Online, Credit cards and all other products supported by the contact center
• 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.