CX CUSTOMER CARE OFFICER

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 units customer concerns that may require possible process improvement, policy review, risk mitigants, reputational risk, BSP FCP concerns, legal liabilities
  
  

• Bachelors 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