Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years, including Philippines’ Top Employer, named by Statista, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

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 nationwide, 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 Back Office Support Head Staff, you will prepare and send TY letters through E-mail or SMS for all new accounts opened. Monitors the return of TY Letters and coordinates properly to assigned unit. Focus on customers’ needs (internal, external, and stakeholders) and exceed their expectations within the – perspective of a balanced approach between revenue, productivity/operating efficiency, and controls. Send e-mails or SMS to clients with requests for modification of vital information. Send emails or SMS to clients with Inactive and Dormant Accounts. Ensure confidentiality of records, reports, and other information by applying the concept of risk management, understand the importance of protecting data and information, and comply with related IT regulations and guidelines to not expose accidental disclosure or unauthorized access to customer information. Administer projects related to customer information database development.

How you’ll contribute

• Manages issues, concerns, and other problems that may arise. Coordinate with the unit’s officer/heads for applicable procedures to be able to communicate with the concerned units with regard to the disposition
• Complies with existing policies and regulations, both internal and external, based on the policies and manuals applicable to avoid potential risks and future complains
• Elevates detected possible fraud, red flag, and suspicious requests/irregularities and coordinate with proper unit/authorities for the investigation to protect the interest of the bank
• Participates in CIP projects, RCSA testing, BCP exercise and 7S implementation active participation in the activities to comply with the Bank requirements
• Ensures tagging of special conditions applicable for the returned Thank You Letters, as stated in the manual and user guides, to avoid fraud and future complains
• Participates/Initiates and Monitors project of the unit and/or involving the unit related to customer and account information database and updating based on the SLA or approvals obtained for the project and keeping up with the timeline provided to ensure timely completion of the set goals and project objectives are met
• Identifies and Recommends policies, processes, and procedures based on the current manual and user guides continuous process improvement. Attends all required seminars and training and participates on the seminars and training invitation sent by SBC Academy to be able to gain knowledge and for career development
• Ensures service delivery to customers within the agreed standards based on accuracy, responsiveness, and timeline (Turn-Around-Time) to ensure execution excellence in processing the request
• Ensures sending of Thank You Letters to the defined recipients in a timely and accurate manner within the TAT as stated in the manual and user guides to avoid delay and future complains
• Monitors performance of 3rd party service providers (courier and outsourced printing services) based on the agreed/signed SLA to ensure that TAT and service delivery are met
• Monitors status returned Thank You Letters   based on the reports received from the 3rd party service providers to be able to communicate with the concerned units with regards to the disposition

What we’re looking for

• Bachelor’s / College Degree in any field of study
• With at least less than 1 year of experience
• Knowledge in understanding basic terms and processes
• Reading comprehension and computer skills. Decision-making skills
• Keen to details. Accurate execution of the process.

Fresh Graduates are welcome to Apply!

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