Customer care officer (complaints)Security Bank

About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker.
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 spanning the country, 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
The Customer Care Officer (CCO) is primarily responsible for working with the Customer Care Head in hearing the "voice of the customer". His job requires polite communication with customers to find solutions to their concerns related to bank credit cards, loans, and retail accounts. The CCO shall be responsible for finding information for customers' financial queries and providing solutions to escalated complaints.
How you'll contribute
Checks and validates accuracy and completeness of the logged complaint upon receipt from the receiving units
Sends re-verification request to the receiving unit for cases which may require additional information, supporting documents and/or validation of complaint details
Ensures proper coordination of concerns to respective Support Units
Closely monitors all types of complaints, conducts follow-ups to concerned units to address ongoing issues, and be able to provide a resolution within prescribed turn-around-time
Prioritizes handling of Executive Cases, BSP Cases, and Social Media Endorsements or Threats
Acknowledges customer complaints via SMS within 24 hours upon receipt of the case
Provides progress updates or holding replies to a client for cases that require further investigation and management
Communicates case resolution to clients within 24 hours upon receipt of feedback from the Support Unit
Plan, organize, and recommends at least 1 (kaizen) process improvement within a quarter
Submits EOD reports to Customer Care Head for daily individual productivity
Submits EOD MIS to Customer Care Department Head and Service Quality Division Head
Submits SOD reports to Customer Care Head for priority cases and project/assignment updates
Submits consolidated weekly reports on the list of ongoing and closed cases to the CCU Head
Performs other related function that may be assigned from time to time
What we're looking for
Bachelor's degree in any field
5 years of relevant banking contact center/ customer service experience
With industry practice in Complaints Management; knowledgeable on bank's products and processes is an advantage
Effective conflict resolution, listening skills, communication skills, time management skills, persuasion skills, negotiation skills, and process improvement
Able to lead process improvement projects