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 actionRefer customer concerns/cases to the pertinent unit/s of the Bank for investigation and/or handlingPresent the customers’ perspective to the pertinent unit/s of the bank to ensure a proper evaluation of the concernDraft replies for review and approval of the Customer Care Department Head; for release directly to customers or via assigned signatoryIdentify and escalate to the pertinent units customer concerns that may require possible process improvement, policy review, risk mitigants, reputational risk, BSP FCP concerns, legal liabilitiesQualifications:
Bachelor's Degree graduateAt least 2 years of experience in the banking industryProficient in branch banking policies and procedures, with comprehensive knowledge of bank products and servicesSkilled in customer service and complaint handling
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