Business Solutions Customer Service Associate Officer

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
  
  

• 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.
  
  

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