associate Customer Service Officer job at union bank of the philippines in pasig | workbankUnion Bank of the Philippines

The Associate Customer Service Officer directly handles the acceptance of all customer-initiated contacts that were received by the Inbound Unit thru UnionBank's hotline. He/she provides the appropriate response to the customer's inquiry, requests, or complaints.
Responsibilities:
Inbound Operations
Consistently meet all the set turnaround times and call handling quality standards for the acceptance of all UnionBank Hotline initiated contacts.
Conducts all prescribed customer identification checks prior to the processing of any customer inquiry, requests, or complaints.
Adheres to the prescribed policies and guidelines of business being handled.
Competent in providing an accurate and appropriate response that is determined by the policies and procedures of the Bank.
Abide by the given policies and guidelines in processing customer file maintenance requests.
Extend working hours, as the need arises, to ensure that the scheduled manning levels are consistently met.
Participates in all activities of the Contact Center.
Performs other duties whenever the need arises.
Process Improvements
Suggests process improvements that will result in more efficient processing to address the unit's service requirements.
Issue Resolutions
Resolves issues and concerns regarding his/her daily activities that include customer issues and escalates to proper authority that is beyond his/her scope of responsibility.
Approves reversal, waivers of charges, and other transactions within his/her approving authority.
Workbank

Pasig City, Metro Manila
Permanent
Full-time