Voice Customer Service 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

Job Summary

The Voice Customer Service Specialist is responsible for upholding the bank’s service standards by delivering high-quality support through inbound hotline interactions. The role focuses on servicing current accounts and those in delinquency, addressing client inquiries, requests, and complaints with efficiency and professionalism. When issues exceed the specialist’s level of authority, they are expected to elevate appropriately and coordinate with relevant departments to ensure timely and effective resolution.

Duties and Responsibilities

Individual Performance:

1. Handle inbound calls to manage client inquiries, requests, and complaints related to current accounts and those in delinquency

2. Conduct outbound calls as necessary to relay or gather information essential for completing resolutions, including client-request and callbacks for dropped or disconnected calls

3. Demonstrate flexibility in operating within a 24/7 service environment when required to support operational demands

4. Comply with assigned shift schedules, including auxiliary breaks and off-phone periods

5. Consistently meet or exceed productivity targets and performance metrics

6. Accurately create and manage case tickets, ensuring proper endorsement and routing to relevant teams

7. Delivering client interactions in alignment with established quality standards and service attributes

8. Contribute to sales initiatives by effectively engaging clients and identifying cross-selling opportunities

Process, Customerand Risk Management:

1. Escalate complaints and complex cases promptly and accurately, ensuring proper assignment or endorsement to the appropriate FFU (Final Fulfilling Unit)

2. Timely action and resolution of open or pending case tickets

3. Conduct daily review of WCM updates, advisories, Knowledge Base entries, and other relevant reference materials

4. Comply with role-specific regulatory mandates, internal compliance requirements and learning courses

5. Maintain and contribute to high Customer Satisfaction (CSAT) scores

6. Achieve target Average Resolution Percentage through efficient case handling

People:

1. Attend coaching sessions and actively apply learnings to improve performance

2. Participate in team and program-wide engagement activities to foster collaboration and a positive work environment

3. Exhibit initiative and proactiveness in identifying opportunities, develop and implement new ideas, and take initiative to improve process and outcome

4. Demonstrate professional behavior aligned with organizational values and service standards

Qualifications

Core Knowledge and Skills - Proficient understanding of the products, processes, and policies relevant to the assigned business function. Ability to apply business knowledge to resolve customer inquiries efficiently and accurately.

Effective Communication Skills - Strong oral and written communication skills to convey information clearly and professionally. Active listening skills to understand customer concerns and respond appropriately. Skilled in managing and de-escalating challenging interactions, maintaining composure and empathy under pressure.

Technical Proficiency - Competent in using Microsoft Office applications. Comfortable navigating and operating multiple systems and platforms simultaneously during live interactions.

Multitasking & Adaptability - Ability to multi-task in a fast-paced environment without compromising service quality. Flexible and adaptable to changing procedures, technologies, and customer needs.