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 Statistica, 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 Customer Service Representative (Voice Account), you will be responsible for delivering the Center’s objective of providing quality service to customers, particularly through robust and effective customer service & contact desk. You will attend to clients’ inquiries, requests, and complaints within the set service standards.

How will you contribute

• Receive inbound or conduct outbound calls to support and manage client inquiries, and requests, and address concerns.
• Fulfill and ensure completion or closure of all lodged tickets
• Read or check daily updates, announcements, or process amendments as indicated in the knowledge base; Review process documentation and references as necessary
• Accomplish and submit required trackers or performance records according to the prescribed frequency
• Adhere to assigned breaks  or off-phone schedules; Utilize the appropriate auxiliary modes to ensure proper tagging of activity
• Attend all required pieces of training, refreshers, or new knowledge courses; Complete all mandatory learning courses
• Elevate timely any escalated interaction; Adhere to the escalation process
• Coordinate with Team Leader in determining mitigating steps and providing the best solution for clients

What we’re looking for

• Bachelor’s Degree in any field
• Preferably with at least 6 months of customer contact center experience
• Must have effective communication skills
• Knowledgeable with MS Office
• Able to multi-task and manage various types of client interactions
• Must be willing to work on shifting schedule, holidays, or weekends as needed

Fresh Graduates are welcome to apply!