Fulfillment Officer | Operations | SB Finance | Makati

Job Summary Ensures fulfillment of customer inquiries and service requests, handling of customer’s disputes and complaints from the Case Management System (CMS) and other identified channels are satisfied within the set timelines as agreed with various business units and regulatory mandate; monitoring of post booking/collateral documents that are safekept by SBC – Collateral and Documents Management Unit (CDMU) / Registration and Hub Management Unit (RHMU). Duties and Responsibilities Handles inquiries, requests, and complaints through Case Management System (CMS) and other identified channels and performs appropriate actions. Endorses customer requests and complaints to the concern unit for implementation and resolution. Receive and accommodate walk-in clients in SBF Head Office to properly assist the customer with their needs particular to current accounts with after-sales concerns only. Receives post-dated checks from walk-in clients and transmits these to CCLD-PDC Management Unit for safekeeping and payment processing. Check the email request of client and validate the details in Action Request Form (ARF), endorse to Department Head for approval and upload the file in CCLD Buddy. Handles the collateral management particular to ORCR release for 2W and C4C products. Review the Request Release Form (RRF) prior routing to appropriate signatories such as SBF/SBC clearing units for clearance, CEFU Unit Head endorsement and Loans Support and Fulfillment Head approval. Handles the actual release for Metro Manila area only. For provincial area/s, to request and monitor the actual releases to SBC CDMU/RHMU through provincial hubs. Handles the 2W ORCR dealers commission crediting management such as: to receive ORCR from MotorsikLOAN (2W) Sales, review the details versus transmittals given by Sales, scan the ORCR, encode and review collateral details in Smart Lending Platform (SLP) prior submission in the system. Validates the information versus monitoring file before endorsement to Merchant Support Unit (MSU) for dealer’s commission crediting system processing. Notifies clients through email and/or call-out as to when they can pick-up their requested documents. Getting a customer survey from external clients particular to walk-in clients accommodated by the team in Keyland Arnaiz Bldg., both for ORCR Release, SO/CERT/ and other docs issuance. Manages the endorsement of original collateral documents going to SBC – Collateral and Documents Management Unit (CDMU) for Metro Manila accounts only for safekeeping in vault through GSD messenger. Monitors the 2W high- end units’ registration and LTO ORCR encumbrance done by SBC – Collateral and Documents Management Unit (CDMU) / Registration and Hub Management Unit (RHMU). Inventory monitoring of credit folder and collateral documents safekept with SBC – Collateral and Documents Management Unit (CDMU) / Registration and Hub Management Unit (RHMU) vault. Manages and extracts reports from CMS, essential in preparing regulatory reports. Other function: To cross sell. To sell SB Finance products. Encourage fully paid account/s especially previous Asialink accounts to avail SBF product/s or to have a loan renewal with SB Finance. It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time. What we're looking for With at least 3-4 years of relevant experience in the Banking, Credit Card Companies, Leasing/ Financing, and other client-facing institutions Bachelor's / College Degree in Banking and Finance, Credit, Quality Control and Management Specialized in Account and Quality Management, Process Optimization, Banking and Finance Good verbal and written communication skills Keen on details, process improvement Proficient with Microsoft Office Familiar with dealing with all types of customers. Excellent teamwork skills The successful candidate will enjoy the following perks and benefits 15 months guaranteed pay and performance bonus (for non-quota roles) Incentive program for Field Sales Specialist, Dealer Coordinator, and Tele-Collectors HMO coverage upon joining Hybrid work set-up Leave credits Access to Linkedin Learning About SB Finance A young, rapidly growing financial institution with an unwavering drive to empower more and more Filipinos – for both those that we serve and those who are part of our diverse and dynamic team. SB Finance Corporation is a partnership between the Philippines’ Security Bank Corporation and Thailand’s Bank of Ayudhya (Krungsri). This partnership is a result of Security Bank and MUFG’s goal to expand global partnerships while growing local talent and expertise. Backed by two financial giants in the Asian region with more than 100 years of financial excellence, we provide top-notch financial products and services that are tailor-made for the needs of the Philippine market. We are engaged in the business of extending credit facilities and financing services for the betterment of the different communities we serve. Our relentless pursuit is to empower Filipinos through our growing menu of loan products – multi-purpose cash loan through Personal Loan, OR/CR for cash through Car4Cash, brand new or pre-owned motorcycle financing through MotorsikLOAN, and a digital salary advance facility through eSALAD. Be part of the SB Finance team and become an ‘SBFF’ who enables ordinary Filipinos and small business owners to reach their life's milestones as you enjoy a fun, meaningful career regardless of your role in the company. A better life for everyone? Dito, pwede!