The
Customer Care Officer is responsible for providing feedback or resolutions to address customer concerns/cases received by the department.
Responsibilities
- Review assigned customer concerns/cases, to determine next course of action
- Refer customer concerns/cases to the pertinent unit/s of the Bank for investigation and/or handling
- Present the customers perspective to the pertinent unit/s of the bank to ensure a proper evaluation of the concern
- Draft replies for review and approval of the Customer Care Department Head; for release directly to customers or via assigned signatory
- Identify and escalate to the pertinent unit's customer concerns that may require possible process improvement, policy review, risk mitigants, reputational risk, BSP FCP concerns, legal liabilities
Qualifications
- Bachelor's Degree graduate
- At least 2 years of experience in the banking industry
- Proficient in branch banking policies and procedures, with comprehensive knowledge of bank products and services
- Skilled in customer service and complaint handling
- Empathy for clients unique situations vs standard solutions provided by the bank
- Attention to details in collating information related to the concern both from the client and the bank
- Organized when presenting information to enable management to easily evaluate the situation and decide on courses of action
- Efficient, with sense of urgency in resolving clients concerns
