Respond to various customer requests of low/medium/high complexity, being able to understand the reported issue
Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with the assistance of senior colleagues when necessary
Updates clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality
Track issues sent to other departments and ensure a resolution to the client’s satisfaction is attained
Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
Follows Best practices for case management
Validate defects thoroughly by ensuring that the described scenarios are fixed
Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
College degree in Accountancy, Finance, Economics, or Banking
Basic understanding of financial products and capital markets a plus
Relevant experience in the capital markets/financial software field a plus
Strong English communication skills, both written and verbal.
Commitment to customer service - willing to go the extra mile to provide excellent service.
Attention to details, stability, as well as responsibility
Ability to work independently as well as part of a customer facing team
Able to work in a multi-cultural and multi-sites team
Amenable to work in Makati City and shifting schedule (Morning - Mid Shift)
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases