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
