The Associate Customer Service Officer directly handles the acceptance of all customer-initiated contacts received by the Inbound Unit through UnionBank's hotline. They respond appropriately to the customer's inquiries, requests, or complaints.
Responsibilities:
Inbound Operations
- Consistently meet all the set turnaround times and call handling quality standards to accept all UnionBank Hotline-initiated contacts.
- Conducts all prescribed customer identification checks before processing any customer inquiries, requests, or complaints.
- Adheres to the prescribed policies and guidelines of the business being handled.
- Competent in providing an accurate and appropriate response determined by the Bank's policies and procedures.
- Abide by the given policies and guidelines in processing customer file maintenance requests.
- Extend working hours as the need arises to ensure that the scheduled manning levels are consistently met.
- Participates in all activities of the Contact Center.
- Performs other duties whenever the need arises.
Process Improvements
- Suggests process improvements that will result in more efficient processing to address the unit's service requirements.
Issue Resolutions
- Resolves issues and concerns regarding his/her daily activities, including customer issues, and escalates to proper authority beyond his/her scope of responsibility.
- Approves reversal, waivers of charges, and other transactions within his/her approving authority.
