Customer Care Officer Complaints Resolution

About The Role

As a Customer Care Officer (Contact Center), you will oversee proper handling of escalated customer complaints across the Bank, Cards, Loans, Investment products and its subsidiaries and ensure service standards and agreed Turn-Around-Time (TAT) in providing resolution and feedback to customer’s complaints.

How You'll Contribute

• Manages the end-to-end escalated complaints handling process using CRM to achieve desired resolution rate
• Ensures quality and accuracy of the customer communication exercising maker-checker function
• Manages high priority cases and continuously monitors until completion
• Performs Root cause analysis, implement Kaizens and refer Minor and Major projects rooted from complaints to partner stakeholders
  
  

What We’re Looking For

• With at least 3-7 years of relevant experience in Banking Operations / Loan &/or Credit Card Processes / Leasing/Financing Institutions / Deposit &/or Investment products
• With bachelor's / college degree open to any field of study
• Basic understanding of compliance/regulatory requirements, risk management & controls, and bank processes,
• Experience in the preparation of assessment reports of complaints, findings, and root-cause analysis
• With strong communication and coordination skills, assertive, detail and results oriented
• Willing to work on premise in Makati Head Office
  
  

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.

---