customer care representative - local Financial accountSan Miguel Corporation

Position Title: Customer Service Representative
Work Base: SMPC, Mandaluyong
Qualifications: Graduate of 4-year course or completed at least 2 years in College; preferably with Financial background or at least owns a credit card; good communication skills
Project Details:
To provide call center services to support the bank's customer improvement initiatives in the following areas:
To provide a single point of contact for selected products and services
To maximizes available manpower and other resources
To standardize the service level provision
Tasks, Duties & Responsibilities:
Credit Card Processing
Product Features
Application Related Concerns
Card/Account Related Concerns
Changes in Customer Info
Transaction Related
Fee Related
Loyalty Points Related Inquiry
Promo Related
Merchant related Inquiries
Deposit and Loan Products
Gives resolution to simple inquiries or concerns regarding product features, prevailing interest rates and indicative FX rates
Provides referral of complex product inquiries or concerns to the appropriate unit in the bank
Reverts to client based on feedback for complex product inquiries or concerns
Follows up on pending requests
Cash Management and Alternative Delivery Channels
Responds to frequently asked questions (FAQ) - product features, processes
Fulfills client requests:
Provision of User ID
Resetting of Account
Follows up status requests, unresolved complaints and/or queries
Handles products and services for corporate clients and Retail Internet Banking (RIB).
Handles client complaints
Technical - problem is confined to the client (bug). May take a while before problem is resolved
Financial - double posting, erroneous charging, etc.
Executes requirements that need 24/7 availability especially during tax deadlines and payroll period
Transfers calls to Bank of Commerce and/or BancNet
E-Banking Services
Tags lost and captured cards
Provides E-Bank services such as:
ATM maintaining balance
Debit without dispense - Issuer and Acquirer (Bnet/Megalink/ExpressNet),
Acquirer Mastercard/Visa and On-branch/Interbranch (proprietary)
Bills payment - Erroneous and Unposted
Interbank fund transfer unposted - Issuer/Acquirer
Unreadable ATM pin mailer
Unauthorized withdrawals
Cannot access account
Captured card - BOC, Bancnet/Megalink/ExpressNet cards and International cards
ATM locations, branch locations and telephone numbers
Account and ATM maintaining balance
Number of tries to withdraw per day
Demagnetized ATM cards
Service charge inquiries and IBFT inquiry
ATM account opening requirements
Bancnet product and services
San Miguel Corporation

Mandaluyong City, Metro Manila
Permanent
Full-time