Associate Business Support Officer

Posted 1 year ago by UnionBank

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Career Job Hiring Philippines – 2023 Updates

Job Description

• CLIENT SERVICING
o Handle all incoming inquiries, requests and complaints from all voice and non-voice channels of the bank and ensure resolution within set service levels
o Provide updates to customers of pending concerns until items are resolved
o Resolution of simple to complex cases (inquiries, requests & complaints)
o Basic trouble shooting of system errors including simulation of client errors
o Send general advisories to client for system updates, downtime and year-end activities
o Elevate escalated and recurring cases to Senior Business Support Officer (Team Lead) and Business Support Head

• LIAISON FUNCTIONS
o Coordinate with appropriate internal units to ensure processing of inquiries, requests and complaints within the Service level agreement. Gather information needed from all possible sources to resolve issues.
o Do follow-ups to units to ensure timely resolution of cases

• ADMINISTRATIVE WORK

o Log, update, monitor all concerns received from clients in CRM system
o Test various systems/facilities when needed and report downtime to concerned units in a timely manner

• OTHER FUNCTIONS AS REQUIRED BY THE BANK
Qualifications:
KNOWLEDGE
• Banking background
• Basic bank products and services
• MS Office proficient

SKILLS
• Customer Focus – develop and sustain customer relationships and provide customer satisfaction
• Responsiveness – anticipates client’s concerns and feelings and communicates to clients in a caring manner; ability to empathize and adjust to client’s frame of mind
• Analysis and Decision making – the ability to identify issues, gather and interpret information, generate solutions, take action
• Innovation and creativity – the ability to generate new solutions to improve services and the ability to search for solutions within his /her area of learned things
• Effective Communication Skills – clear, concise, accurate and complete information dissemination to customers (internal and external)
• Complaints Handling – acting with sense of urgency and consideration to client sensitivities in resolving issues
• Teamwork and collaboration – work and actively participate as an efficient and productive member of the team.
• Interpersonal skills – develop, maintain or strengthen partnership with coworkers and clients
• Accountability for results – ensure high quality of work and take responsibility for outcomes (positive or negative) of one’s work

DIFFERENTIATING DESCRIPTORS:
Basic level knowledge and skills
Refers complex cases to Sr. Corp. Customer Care Officer or to Union3c Unit Head
Requires supervision
Basic knowledge of business products and processes
Monitored. Subject to continuing review of both progress and results
Educational Attainment:
Bachelors – Required
Post-Graduate Degree – Preferred
Training and Certification:
Not applicable
Work Schedule:
Day Shift

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How to apply? Application procedure as follows:

#1 Prepare and ready your resume/CV. You can try online resume builder from the internet.

#2 Visit the career site or web page of the company and look for the available jobs posted.

#3 Submit resume and apply online via the HR department / company’s email for application purposes.

#4 Wait for the company’s response and follow up as necessary.

#5 Visit Philippine Careers website every day for more job postings from other companies.