CUSTOMER CASE OFFICER

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 Case Officer, you will be responsible in the proper handling of escalated complaints across the Bank, Cards, Loans, Investment products and its subsidiaries and ensure service standards and agreed Turn-Around-Time (TAT) in providing resolution and feedback to customer’s complaints.

How you'll contribute

• Liaises with different departments to resolve the customer’s escalated complaints and process their requests. Handles the Bank’s customers effectively for increased satisfaction, growth of business relationship and strengthened loyalty.
• Manages the end-to-end escalated complaints handling process using CRM to achieve desired resolution rate. Regularly reviews the workflows and TAT of various type of complaints using complaints dashboard to ensure effective complaints management.
• Ensures quality and accuracy of the customer communication exercising maker-checker function, reviews of the resolution of complaints to achieve 100% compliance to feedback mechanism of complaints.
• Manages high priority cases and continuously monitors until completion using Complaints Dashboard to ensure achievement of resolution rate and completion rate
• Performs Root cause analysis, implement Kaizens and refer Minor and Major projects rooted from complaints to partner stakeholders.
• Works across departments in the organization and functional groups to gain support for its project / initiative implementation

What we’re looking for