Job Summary

Provides after sales service support for all GTB E-Channel services. After sales servicing would involve onsite visits to client or remote assistance via email or phone. The CS Associate/Officer acts as a point of contact window through GTB, for RCBC Corporate clients

How will you contribute

Handles and monitors phone calls and emails from internal and external customers in a timely and definitive manner.
Ensures products and/or Programs are implemented thoroughly to the satisfaction of both internal and external customers.
Provides guidance to GTB clients through phone, email or online assistance as part of GTB after sales service in order to meet customer experience/satisfaction.
Provides valuable inputs and support to GTB projects/deals specific to the e-channel platforms that may require some customization for unique requirements.
Develops and enhances online infrastructure to monitor ageing and fulfillment for both incoming and outgoing communications from and to the inquiring (internal and external) clients.
Monitors and analyzes data on the turnaround time of enrollments, servicing and investigation items to improve on its handling and resolution of referred items.
Reviews and analyzes product/service volumes and revenues to determine business directions, strategies and action plans when necessary.
Designs, develops, enhances, tests and launches GTB products, specifically online channels for Cash Management Services when necessary.
Performs other functions as may be assigned by GTB Business and Group Heads from time to time.
Performs enrollment and administration set-up to enable customers with their chosen e-channel platform/s.

What will make you successful

Adequate knowledge in IT-applications specific for system customization/interface. May have product development/marketing in the field of business or banking

Business Solutions Customer Service Associate/Officer