Customer Service Representative - Blended

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 , you will experience customer service, customer handling, and issue resolution by supporting the Customer Contact Group. When it comes to career growth, it is an opportunity to get valuable corporate experience while learning from seasoned veterans of a highly competitive field.

As a member of the Customer Contact Group, you will be at the forefront of giving personalized and quality service to our clients by handling Bank and Loan client inquiries, requests, and complaints, the Better Banking Specialist will be instrumental in ensuring the efficiency of our customer contact group.

How will you contribute

• Receive inbound or conduct outbound calls to support and manage client inquiries, and requests, and address concerns.
• Provide Support to a wide range of product lines : CASA, Loans, Transaction banking (Digibanker), SBOL, Credit cards and all other products supported by the contact centre.
• Conduct outbound calls to provide status, update on a request or obtain required information from customers.
• Answer / accomplish emails and / or other correspondences where required
• Conduct cross or upsell of various bank products based required portfolio sales delivery
• Escalate complaints or complex cases timely; Assign or endorse to appropriate Support units / functions; Case Management and resolution.
• Create appropriate case tickets and ensure accuracy of endorsement or routing; Attend to or action open / pending case tickets timely.
• Perform service interactions according to the quality standards and raise process improvement ideas to enhance customer experience

What we're looking for

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