Be part of CIBI Information Inc., a purpose-driven company at the forefront of enabling better credit decisions in the Philippines and beyond.
ROLE OVERVIEW:
The D2C Customer Support Specialist is responsible for the execution and processing of the day-to-day disputes of the consumers that requested for their personal credit report via an Accredited MyScore Reseller of CIBI or Direct to Consumer Channel. This position will play a critical role in ensuring that the standards are met and deliverables are accurate and timely.
DUTIES AND RESPONSIBILITIES:
- Act as Level 1 responder in receiving and resolving all tickets related to CIBI Credit Report & Score Disputes inquired via MyScore Consumer Enquiry (CE) by an Accredited MyScore Reseller of CIBI or from any CIBI Direct-to-Consumer (D2C) channel.
- Ensure that tickets are properly addressed within the agreed SLA and standards by providing factual and clear response via email or call.
- Liaise with various internal (Sales, IT, Products, Compliance, Finance) & external stakeholders (Regulators, customers, and clients) to address various operational concerns, disputes, escalations and support requirements.
JOB SPECIFICATIONS:
- Bachelor's degree preferably in Business Administration, Finance or related disciplines.
- Preferably at least 1 year experience in customer experience roles from a Financial Institution/BPO set-up.
- Strong communication skills (verbal and written) and the ability to interact effectively and collaboratively both internally and externally.
- With keen attention to detail, highly organized and comfortable working with data.
- Demonstrates great leadership, interpersonal, and client management skills; Team-player.
- Proficient in MS Office (Word, Excel, and PowerPoint).
- Familiar with Google products, Jira Service Management tool or any other ticketing tools.
- Familiar with Financial/Consumer Lending products.
CORE COMPETENCIES:
- Distinctive willingness and hunger to learn and grow professionally
- Coachability
- Strong work ethic
- A distinctive sense of ownership and passion for the job
- Strong analytical and problem-solving skills
- Strong operational acumen and ability to rapidly design and implement operational improvements
- This role requires multitasking in a fast-paced environment and the ability to meet strict deadlines
