Position Title: Customer Care Representative

Qualifications: College graduate; Good analytical and communication skills; With experience in banking/financial institution or at least owns a credit card; Strong mathematical abilities.

 

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

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