Better Banking Specialist (Contact Center)

<p style="margin-bottom:8px;line-height:1.2;"><span style="font-weight:bolder;font-family:Arial;font-size:14px;">About the Role</span></p><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-family:Arial;font-size:14px;">As a </span><span style="font-weight:bolder;font-family:Arial;font-size:14px;">Better Banking Specialist,</span><span style="font-family:Arial;font-size:14px;"> you are responsible for delivering the Bank’s service proposition by providing quality customer management and service through various robust and efficient channels of the Contact Center Inbound/Outbound Calls, Email, Chat, Social Media with 24x7 support. You will handle service-related queries of clients that may involve credit card inquiries, billing, disputes and other bank products.</span></p><p style="margin-bottom:8px;line-height:1.2;"><span style="font-family:Arial;font-size:14px;"> </span></p><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-weight:bolder;font-family:Arial;font-size:14px;">How you'll contribute</span></p><ul><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Receive inbound or conduct outbound calls to support and manage client inquiries, and requests, and address concerns.</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Provide Support to a wide range of product lines: CASA, Loans, Transaction banking (Digibanker), Security Bank Online, Credit cards and all other products supported by the contact center.</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Answer/accomplish emails and/or other correspondences where required</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Conduct cross or upsell of various bank products based required portfolio sales delivery</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Escalate complaints or complex cases timely; Assign or endorse to appropriate Support units/functions; Case Management and resolution.</span></li></ul><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-weight:bolder;font-family:Arial;font-size:14px;">What we're looking for</span></p><ul><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Bachelor’s Degree in any field.</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">With at least 1 year of Contact Center experience.</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Able to multi-task and manage various types of client's interactions.</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-family:Arial;font-size:14px;">Good oral and written communications; Can manage or de-escalate challenging interactions</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Effective communication and listening skills.</span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Capable of managing interactions via multi-channel capabilities and experienced in Voice and Non voice verticals.</span></li><li style="line-height:1.2;"><span style="font-family:Arial;"><span style="font-weight:bolder;font-family:Arial;font-size:14px;">Willing to work on premise in Ayala, Makati Head Office.</span></span></li><li style="line-height:1.2;"><span style="font-family:Arial;"><span style="font-weight:bolder;font-family:Arial;font-size:14px;">Willing to work on a shifting schedule (24x7), Holidays and weekends.</span></span></li><li style="text-align:justify;line-height:1.2;"><span style="font-size:14px;font-family:Arial;">Fresh graduates are encouraged to apply.</span></li></ul><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-weight:bolder;font-family:Arial;font-size:14px;">About Security Bank</span></p><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-family:Arial;font-size:14px;">Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.</span></p><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-family:Arial;font-size:14px;">We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.</span></p><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-family:Arial;font-size:14px;">Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.</span></p><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-family:Arial;font-size:14px;">At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”</span></p><p style="line-height:1.2;"></p><p style="margin-bottom:8px;text-align:justify;line-height:1.2;"><span style="font-family:Arial;font-size:14px;">Start your BetterBanking career with us today.</span></p>