SB Finance | Voice Customer Service Specialist

<p class="MsoNormal" style="margin-bottom:8pt;line-height:107%;"><span style="line-height:107%;">POSITION TITLE</span><span style="line-height:107%;"> : <b>VOICE CUSTOMER SERVICE SPECIALIST</b></span></p><p class="MsoNormal" style="margin-bottom:8pt;line-height:107%;"><span style="line-height:107%;">REPORTS TO</span> <span style="line-height:107%;">:</span> <span style="line-height:107%;"><b>VOICE TEAM LEADER</b></span></p><p class="MsoNormal" style="margin-bottom:8pt;line-height:107%;"><span style="line-height:200%;">DIRECTLY SUPERVISES</span> <span style="line-height:200%;">:</span> <span style="line-height:200%;"><b>N/A</b></span></p><p class="MsoNormal" style="margin-bottom:8pt;line-height:107%;"><span style="line-height:200%;">UNIT / DEPARMENT </span><span style="line-height:200%;">: <b>VOICE / CUSTOMER SERVICE DEPARMENT</b></span></p><p class="MsoNormal" style="margin-right:-0.25in;line-height:200%;"><span style="line-height:200%;">DIVISION </span> <span style="line-height:200%;">:</span> <span style="line-height:200%;"><b>CLIENT SUCCESS AND SOLUTIONS DIVISION</b></span></p><p></p><p class="MsoNormal" style="margin-bottom:8pt;line-height:107%;"><span style="line-height:107%;">NEW OR EXISTING ROLE</span><span style="line-height:107%;"> : <b> ☐ New ☒ Existing</b></span></p><p></p><p class="MsoNormal"></p><p> </p><p class="MsoNormal"><b>JOB SUMMARY </b></p><p></p><p class="MsoNormal">Provide an overall high level summary of the role. In two or three sentences, describe why the job exists and what the work involves.</p><p></p><p class="MsoNormal" style="text-align:justify;"> </p><p></p><p class="MsoNormal">The Voice Customer Service Specialist is responsible for upholding the bank’s service standards by delivering high-quality support through inbound hotline interactions. The role focuses on servicing current accounts and those in delinquency, addressing client inquiries, requests, and complaints with efficiency and professionalism. When issues exceed the specialist’s level of authority, they are expected to escalate appropriately and coordinate with relevant departments to ensure timely and effective resolution.</p><p></p><p class="MsoNormal"> </p><p class="MsoNormal"><b>PRINCIPAL DUTIES AND RESPONSIBILITIES</b></p><p class="MsoNormal">List, in order of importance, the five to six essential functions, key activities and decision-making areas of the job. It may help to specify the typical target(s) and how success will be measured for each activity.</p><p></p><p class="MsoNormal"> </p><table class="MsoNormalTable" border="1" cellspacing="0" cellpadding="0" width="725" style="width:544.1pt;"> <tbody><tr style="border-left:1px solid #000000;height:15.75pt;"> <td width="497" valign="top" style="width:372.75pt;border:solid 1pt;padding:0in 0in 0in 0in;height:15.75pt;"> <p class="MsoNormal" align="center" style="text-align:center;vertical-align:baseline;">PRINCIPAL DUTIES & RESPONSIBILITIY</p><p></p> <p class="MsoNormal" align="center" style="text-align:center;vertical-align:baseline;">Key activities and decision-making areas</p><p></p> </td> <td width="228" valign="top" style="width:171.35pt;border:solid 1pt;border-left:none;padding:0in 0in 0in 0in;height:15.75pt;"> <p class="MsoNormal" align="center" style="text-align:center;vertical-align:baseline;">TYPICAL TARGETS & MEASURES </p><p></p> </td> </tr> <tr style="border-left:1px solid #000000;height:27pt;"> <td width="497" style="width:372.75pt;border:solid 1pt;border-top:none;padding:0in 0in 0in 0in;height:27pt;"> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Individual Performance:</p><p></p> <p class="MsoListParagraphCxSpFirst" style="text-indent:-0.25in;vertical-align:baseline;">1.<span style="line-height:normal;"> </span>Handle inbound calls to manage client inquiries, requests, and complaints related to current accounts and those in delinquency</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">2.<span style="line-height:normal;"> </span>Conduct outbound calls as necessary to relay or gather information essential for completing resolutions, including client-request and callbacks for dropped or disconnected calls</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">3.<span style="line-height:normal;"> </span>Demonstrate flexibility in operating within a 24/7 service environment when required to support operational demands</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">4.<span style="line-height:normal;"> </span>Comply with assigned shift schedules, including auxiliary breaks and off-phone periods</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">5.<span style="line-height:normal;"> </span>Consistently meet or exceed productivity targets and performance metrics</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">6.<span style="line-height:normal;"> </span>Accurately create and manage case tickets, ensuring proper endorsement and routing to relevant teams</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">7.<span style="line-height:normal;"> </span>Delivering client interactions in alignment with established quality standards and service attributes</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">8.<span style="line-height:normal;"> </span>Contribute to sales initiatives by effectively engaging clients and identifying cross-selling opportunities</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="vertical-align:baseline;"> </p> </td> <td width="228" style="width:171.35pt;border-top:none;border-left:none;border-bottom:solid 1pt;border-right:solid 1pt;padding:0in 0in 0in 0in;height:27pt;"> <p class="MsoNormal" style="vertical-align:baseline;">Average Handling Time </p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Attendance</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Schedule Adherence; Off Queue</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Quality Assurance </p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Sales Booking</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> </td> </tr> <tr style="border-left:1px solid #000000;height:27pt;"> <td width="497" style="width:372.75pt;border:solid 1pt;border-top:none;padding:0in 0in 0in 0in;height:27pt;"> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Process, Customer and Risk Management:</p><p></p> <p class="MsoListParagraphCxSpFirst" style="text-indent:-0.25in;vertical-align:baseline;">1.<span style="line-height:normal;"> </span>Escalate complaints and complex cases promptly and accurately, ensuring proper assignment or endorsement to the appropriate FFU (Final Fulfilling Unit)</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">2.<span style="line-height:normal;"> </span>Timely action and resolution of open or pending case tickets</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">3.<span style="line-height:normal;"> </span>Conduct daily review of WCM updates, advisories, Knowledge Base entries, and other relevant reference materials</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">4.<span style="line-height:normal;"> </span>Comply with role-specific regulatory mandates, internal compliance requirements and learning courses</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">5.<span style="line-height:normal;"> </span>Maintain and contribute to high Customer Satisfaction (CSAT) scores</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">6.<span style="line-height:normal;"> </span>Achieve target Average Resolution Percentage through efficient case handling</p><p></p> <p class="MsoListParagraphCxSpLast" style="vertical-align:baseline;"> </p> </td> <td width="228" style="width:171.35pt;border-top:none;border-left:none;border-bottom:solid 1pt;border-right:solid 1pt;padding:0in 0in 0in 0in;height:27pt;"> <p class="MsoNormal" style="vertical-align:baseline;">​​</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;">Complaints Management & Incident Escalation</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Average Resolution Percentage (ARP)</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Process Control Error & Process Excellence</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">CSAT Rating</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> </td> </tr> <tr style="border-left:1px solid #000000;height:27pt;"> <td width="497" style="width:372.75pt;border:solid 1pt;border-top:none;padding:0in 0in 0in 0in;height:27pt;"> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">People:</p><p></p> <p class="MsoListParagraphCxSpFirst" style="text-indent:-0.25in;vertical-align:baseline;">1.<span style="line-height:normal;"> </span>Attend coaching sessions and actively apply learnings to improve performance</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">2.<span style="line-height:normal;"> </span>Participate in team and program-wide engagement activities to foster collaboration and a positive work environment</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">3.<span style="line-height:normal;"> </span>Exhibit initiative and proactiveness in identifying opportunities, develop and implement new ideas, and take initiative to improve process and outcome</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="text-indent:-0.25in;vertical-align:baseline;">4.<span style="line-height:normal;"> </span>Demonstrate professional behavior aligned with organizational values and service standards</p><p></p> <p class="MsoListParagraphCxSpMiddle" style="vertical-align:baseline;"> </p> </td> <td width="228" style="width:171.35pt;border-top:none;border-left:none;border-bottom:solid 1pt;border-right:solid 1pt;padding:0in 0in 0in 0in;height:27pt;"> <p class="MsoNormal" style="vertical-align:baseline;">​​People-related KPIs</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Compliance- Meeting, QA Calibration, PE Bulletin</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Initiative and Proactiveness</p><p></p> <p class="MsoNormal" style="vertical-align:baseline;"> </p> <p class="MsoNormal" style="vertical-align:baseline;">Behavior </p><p></p> </td> </tr> </tbody></table><p class="MsoNormal"> </p><p class="MsoHeader"><i>It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time.</i></p><p></p><p class="MsoHeader"> </p><p class="Default"><b>SCOPE AND DIMENSION OF THE JOB </b></p><p></p><p class="Default">Specify quantitative information on the scope of the job. Dimensions can be financial, operational or people-related. Financial information includes budgets, revenues, lending/expenditure limits, project costs etc. Examples of operational dimensions are the size/volume of transactions managed, number of suppliers coordinated etc. which the role has impact on.</p><p class="MsoNormal"></p><p> </p><p class="MsoNormal"><b>JOB QUALIFICATIONS</b></p><p></p><p class="MsoNormal">Indicate the minimum and preferred education and experience required for this job and any licenses or certifications required to carry out the role competently.</p><p class="MsoNormal" style="margin-left:25px;">Years of Work Experience: 1 - 4 Years</p><p class="MsoNormal" style="line-height:150%;margin-left:25px;"><span style="line-height:150%;">Educational Attainment: Vocational/Secondary Level Graduate </span></p><p class="MsoNormal" style="line-height:150%;margin-left:25px;"><span style="line-height:150%;">Required course</span><span style="line-height:150%;"> (if applicable)</span><span style="line-height:150%;">: N/A</span></p><p class="MsoNormal" style="line-height:150%;margin-left:25px;">Required Certification/Professional License (if applicable): N/A</p><p class="MsoNormal" style="line-height:150%;margin-left:25px;">Field of Specialization (if applicable): Banking/Finance, Commerce, Business Studies / Administration, Contact Centre / BPO </p><p class="MsoNormal" style="text-align:justify;line-height:150%;"> </p><table cellpadding="0" cellspacing="0" width="100%"> <tbody><tr> <td> <div> <p class="MsoNormal" style="margin-left:11px;vertical-align:baseline;"><br /></p><p class="MsoNormal" style="margin-left:11px;vertical-align:baseline;"><b>Knowledge and Skills Requirement</b> </p> <p class="MsoNormal" style="margin-left:27pt;vertical-align:baseline;"><b>Core Knowledge and Skills</b> - Proficient understanding of the products, processes, and policies relevant to the assigned business function. Ability to apply business knowledge to resolve customer inquiries efficiently and accurately.</p> <p class="MsoNormal" style="margin-left:27pt;vertical-align:baseline;"><b>Effective Communication Skills</b> - Strong oral and written communication skills to convey information clearly and professionally. Active listening skills to understand customer concerns and respond appropriately. Skilled in managing and de-escalating challenging interactions, maintaining composure and empathy under pressure.</p> <p class="MsoNormal" style="margin-left:27pt;vertical-align:baseline;"><b>Technical Proficiency</b> - Competent in using Microsoft Office applications. Comfortable navigating and operating multiple systems and platforms simultaneously during live interactions.</p><p class="MsoNormal" style="margin-left:27pt;vertical-align:baseline;"><span style="text-indent:27pt;"><b>Multitasking & Adaptability</b> - Ability to multi-task in a fast-paced environment without compromising service </span><span style="text-indent:27pt;">quality. Flexible and adaptable to changing procedures, technologies, and customer needs.</span></p> </div> </td> </tr> </tbody></table><p></p>