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 Card Releasing Officer, you will be responsible for ensuring that all cards on hand (RTS) are properly accounted for. You will review the reported RTS if valid. And you will contribute to continuous improvement and pro-actively support knowledge sharing within the group.

How you’ll contribute

• Facilitate the credit card redelivery instructions of RTS credit cards based on the instructions received via email and/or router to ensure that the credit card will be delivered to the cardholder.
• Evaluate and facilitate credit card delivery of requests received via email and/or router to meet the cardholder’s expectations.
• Endorse potential RTS credit cards to the Card Operations Support unit based on the list provided by third-party couriers to retrieve cardholder’s disposition on the delivery address provided.
• Relay cardholders’ concerns and/or complaints regarding credit card delivery to third-party couriers and ensures that these are resolved within turnaround time and there will be a process in place to avoid recurrence.
• Facilitate credit card delivery investigations as requested via email and/or router by reviewing the delivery history, including retrieval of Credit Card Acknowledgement Receipts, copies of valid IDs, and coordinating regularly with the third-party couriers to resolve the issue and/or complaint in an effective and timely manner.
• Evaluate complaints and RTS reports by comparing cardholder’s disposition (from router/email) against third party courier’s statement and/or reports to ensure that the generated reports are accurate; and if found that third party courier is liable, they are fined appropriately.
• Escalate to Unit Head and other concerned unit/s any delays, system errors, or system downtime that may influence the credit card delivery process by actively coordinating with third party couriers and colleagues to prepare respective unit/s in case of long delays.
• Accommodate inquiries and requests via phone, router, or email by checking the Card Delivery Tracking System to assist colleagues in managing the cardholder regarding their credit card delivery.
• Coordinate with third-party couriers via email and phone to ensure that rush credit card delivery requests are prioritized.
• Provide cardholders’ special instructions and delivery disposition from Card Operations Support unit and other units to third party couriers via email and/or phone to assist them in delivering the credit cards within turnaround time.
• Ensure that Service Level Agreement is met by third party couriers by timely generating reports via Card Delivery Tracking System to serve as one of the bases of the Outsourcing Committee.
• Review and update Card Releasing Unit’s procedure manuals by confirming that all new processes and/or new regulatory guidelines are reflected in the manuals to ensure that there will be no oversight/lapses in the Credit Card Delivery procedures.
• Act as a reliever to the Card Releasing Unit Head by learning his/her tasks to ensure that there will be no delays in the credit card delivery process.
• Prepare BRD, test scripts, and performs user acceptance testing for all enhancements in the credit card delivery process based on the existing credit card delivery procedures and the Project team’s instructions to achieve the desired outcome of the enhancements.
• Ensure that there are no missing credit cards released to the third-party couriers by checking the file from Card Embossing Unit against the file from third-party couriers to guarantee that all credit cards are properly accounted for.
• Ensure that all credit cards on hand (RTS, spoilage, captured) are properly accounted for and stored in a secure place to avoid data leakage, missing credit cards, or fraud.
• Ensure that all received credit cards (pullout, RTS) are endorsed to third-party couriers within turnaround time to meet cardholders’ expectations regarding credit card delivery.
• Monitor the shredding of spoilage, captured, and RTS credit cards based on the Division’s procedure in handling sensitive information to comply with the Bank’s data retention policy.

What we’re looking for

• Bachelor’s Degree in any related field
• Have at least 2 years experience in Banking, Credit Card Companies, Business Process Outsourcing/BPO, Leasing/Financing Institutions
• Knowledgeable in the credit card process and MS Office
• Good communication, decision-making, and analytical skills
• Able to work with minimal supervision; keen on details