CONTACT CENTER PHONE BANKING OFFICER, VOICE OPERATIONS TEAM 2

Job description

Be #InGoodHands with Metrobank! Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach! Position Title: Contact Center Phone Banking Officer Job Summary Contact Center Phone Banking Officers (CCPOs) shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone. Specific Duties & Responsibilities Provides world-class customer service Responds to customer queries and requests made via phone and provides satisfying solutions to concerns regarding Deposits, Remittances, MetroHome, MetroCar and e-Banking related transactions Ensures that the prescribed targets are achieved Acknowledges and ensures correctness of endorsed cases for investigation. Provides customers with product and service information Ensures proper coordination of complaints with support units to provide resolution within prescribed turn-around-time Follows up on customer inquiries and requests that are not immediately resolved Completes daily call logs and call reports Recognizes, documents and alerts the VOD TL of trends in customer calls Recommends and initiates process improvements Assists Contact Center Analysts (CCAs) with client requests that are beyond their capacity Qualifications Bachelor’s degree graduate, preferably in business related course. Proficient in various software applications including MS Word, Excel, and PowerPoint. Must have exceptional verbal and written communications skills. Must have at least 1 year of banking related experience. Preferably with prior experience in customer service and/or contact center role. Willing to work overtime, on shifting schedule, and on weekends and holidays. Other Details: Rank: Junior Officer Unit: Consumer Business Sector / CBS - Operations Group / Customer Engagement Division / Voice Operations Department Location: Metropark, Pasay