Customer Service Manager

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  Customer Service Manager, responsible for providing after-sales support to all on-boarded business deals of products under the purview of Cash Management Division which can be positioned as business solutions for wholesale accounts.

How you'll contribute

• Handle complex cases endorsed by CCG via CRM and concerns directly sent to the team by internal / external partners
• Leads process improvement initiatives, provides guidance and support to junior team members / staff as SME by training / mentoring, and responsible to complete delegated reporting functions.
• Monitor incident resolution raised to technical partners (e.g., IT, Product Dev team).
• Provide timely response / update to client queries / requests / complaints through email / call.
• Ensure case resolution within standard SLA.
• Conduct regular update / report to Customer Service Team Head on escalated concerns

What we’re looking for

#LI-AS1

#LI-Hybrid