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Position Title: Process Control Specialist


Role Opportunities: 

  • Acquire excellent knowledge of the card products and features, system functionalities, company policies and procedures and customer service orientation
  • Learn to provide accurate evaluations and assignment of errors based on the existing parameters as embodied in the Quality Assurance Framework and in compliance to existing company standards and policies
  • Provide suggestions or recommendations for process improvement initiatives in Customer Service to resolve identified issues


Job Summary:


The position is responsible for maintaining Customer Service’s Quality Standards by ensuring that all maintenance activities and reversals are done in accordance with the approved guidelines and policies or has the requisite approval in the performance of such. It is also involved in Risk and Fraud Reduction activities by ensuring that all errors are immediately identified and corrected in a timely and appropriate manner.



  • Bachelor’s degree ; preferably graduate of mathematics or business course
  • Must have at least 1 year experience in Customer Service
  • Must have excellent knowledge of existing Guidelines and Policies, Procedures and Processes of Customer Service in a credit card / financial company
  • Proficient in the following Microsoft applications: Word, Excel and PowerPoint; excellent knowledge in Prime and iFrend system is an advantage
  • Willing to work overtime, on shifting schedule (if necessary), weekends and holidays


Other Details:

  • Unit: Consumer Business Sector | CBS – Operations Group | Customer Service | Process Control & Engineering Department
  • Rank: Rank & File
  • Location: Metrobank Card Center