Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016—the Bank of the Year – Philippines by The Banker.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As a Customer Contact Support Specialist, you will handle loan client inquiries, requests, and complaints within the set standards. Ensure all processes, guidelines, and Service-Level-Agreement (SLAs) are adhered to through all points of contact.

How you’ll contribute

• Handles inbound calls when asked by Management due to business needs to ensure calls are answered within the service level threshold
• Analyze the situation through a review of accounts and understanding the root cause in order to make sound and logical decision
• Operates and functions under a 24/7 schedule and on a rotational basis based on the volume received to ensure that the turn-around time is met
• Resolves issues raised by clients using the available tools by providing accurate resolution and through customer education
• Communicates effectively the information/resolution to the clients and ensures to check all that needs updating on their account to ensure first call resolution and a better banking experience for the customer
• Analyzes common call types from the clients to streamline and improve the process
• Ensures that calls and other concerns are handled in a professional, efficient and timely manner by complying with the policies and guidelines of the company to achieve the monthly score sheet benchmarks
• Complies with policies, procedures, and guidelines across all processes related to job duties to provide consistent information for better banking service
• Performs other related tasks which may be assigned from time to time

What we’re looking for

• Bachelor’s degree in any field of study
• Open to fresh graduates or with less than 1-year experience
• Knowledgeable in MS Office applications
• Effective communication skills: Has a sense of urgency
• Able to communicate effectively with customers