Voice Banking Support & Resolution Specialist

SB Finance; Makati; On-site; PHP 279,000 - 402,000; Full time

Job summary

SB Finance in Makati is seeking a Voice Customer Service Specialist to deliver high-quality support via inbound hotline for current accounts and delinquency cases, addressing inquiries, requests, and complaints with professionalism. You will escalate complex issues to the appropriate departments to ensure timely resolution.

Responsibilities include handling inbound calls, outbound follow-ups, maintaining case tickets, meeting productivity and CSAT targets, and contributing to sales through

Qualifications

• Proficient understanding of products, processes, and policies in the assigned function.
• Strong oral and written communication; handles difficult interactions with empathy.
• Proficient in MS Office; comfortable with multiple systems during live calls.
• Ability to multitask in a fast-paced environment and adapt to changes.

Responsibilities

• Handle inbound calls to manage client inquiries, requests, and complaints for current accounts and delinquency.
• Conduct outbound calls to gather or relay information for resolutions and callbacks.
• Operate in a 24/7 service environment as needed to support operations.
• Follow shift schedules, including auxiliary breaks and off-phone periods.
• Meet or exceed productivity targets and performance metrics.
• Create, manage, and endorse case tickets to relevant teams.
• Deliver client interactions aligned with quality standards and service attributes.
• Identify cross-selling opportunities during client interactions.

Skills

Customer Service

CSAT Targets

Cross-Selling

Multitasking

Shift Flexibility

Job description

SB Finance in Makati is seeking a Voice Customer Service Specialist to deliver high-quality support via inbound hotline for current accounts and delinquency cases, addressing inquiries, requests, and complaints with professionalism. You will escalate complex issues to the appropriate departments to ensure timely resolution.

Responsibilities include handling inbound calls, outbound follow-ups, maintaining case tickets, meeting productivity and CSAT targets, and contributing to sales through