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 unit's customer concerns that may require possible process improvement, policy review, risk mitigants, reputational risk, BSP FCP concerns, legal liabilities
Qualifications
Bachelor's 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
Empathy for clients’ unique situations vs standard solutions provided by the bank
Attention to details in collating information related to the concern both from the client and the bank
Organized when presenting information to enable management to easily evaluate the situation and decide on courses of action
Efficient, with sense of urgency in resolving clients' concerns
