Better Banking Specialist

POSITION TITLE : BETTER BANKING SPECIALIST / PROCESSORS REPORTS TO : CONTACT CENTER TEAM LEADER​ DIRECTLY SUPERVISES : N/A UNIT / DEPARTMENT : VOICE AND NON-VOICE DEPARTMENT​ DIVISION/GROUP : CONTACT CENTER DIVSION /RETAIL CHANNEL GROUP/RETAIL BANKING SEGMENT JOB SUMMARY The Better Banking Specialist is responsible for providing support to Security Bank products and services through various channels of the Contact Centre. A Better Banking Specialist attends to and manages customer inquiries, requests and complaints within the set service level standards across all the products of the Bank through the following modes of interaction: 1) Inbound / Outbound Calls 2) Emails 3) Chat and Social media channels A Better Banking Specialist also administers assigned processing tasks in line with completing customer requests within a prescribed timeframe or Turnaround Time as well as conducts Cross and Upsell activities upon assignment. PRINCIPAL DUTIES AND RESPONSIBILITIES Performance Receives and manages inquiries and requests from customers on all bank products through various channels: Voice - Inbound/Outbound Calls Non Voice - Email, Chat, Social Media Provides support on the following product lines post attending all necessary trainings or certification and upon assignment based on business requirements: CASA / Deposits Credit Cards Loans Transaction & Business banking (Digibanker/MSME) Security Bank Online and mobile app Conducts cross or upsell of various bank products and portfolios post sales training and upon assignment based on business requirements Operates/functions on a 24 x 7 flexibility (shifting schedules) and adheres to shift and auxiliary break or off-phone activity schedules Quality of Work Analyzes each situation through thorough review and understanding of the case to be able to provide accurate resolution. Achieves and maintains quality of outputs/calls according to prescribed Quality standards Creates tickets accurately and assigns to appropriate fulfilling functions; Escalates tickets nearing or beyond Turnaround time Understands the customer’s needs and nature of concern to provide accurate information and meaningful assistance to enhance customer experience Fulfills required and committed actions within acceptable turnaround time and accurately document the details via case logging. Creates cases accurately with complete required details and assignment to the appropriate fulfillment units; Escalates cases beyond turnaround time. Escalates issues or complaints to supervisors/heads and/or appropriate units according to escalation process, policies and procedures for immediate resolution. Completes all the required products and process training to stay updated and for continuous learning. Development and Relevance · Attends upskilling and continuous improvement training programs when assigned based on business requirement · Analyzes existing processes and recommends new ideas to innovate or improve the process. · Understands and complies with the Bank’s rules, regulations and codes of ethics · Participates in team, department and company-wide engagement activities · Accomplishes all HR and regulatory mandatory learning courses It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time JOB QUALIFICATIONS Years of Work Experience : 2 years of Contact Centre experience or related financial institutions Educational Attainment/Required course (if applicable) : Bachelor's Degree​ Required Certification/Professional License ( if applicable ): ​N/A​ Field of Specialization ( if applicable ): Banking/Finance, Commerce, Business Studies/Administration, Computer, Information and Technology, Contact Centre / BPO Knowledge and Skills Requirement · Experienced in managing interactions via multi-channel capabilities in the Voice and Non voice verticals. · Handled various concern types ~ inquiries, requests & complaints · Effective communication and listening skills; competent oral and written communication skills · Can effectively manage complex customer interactions · Knowledgeable in MS Office applications