CBS - SERVICE QUALITY OFFICER

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Position Title: Service Quality Officer

Job Summary: 

The position is responsible for executing strategies in relation to Quality Initiatives and Social Media Channels of MCC. The position likewise requires service recovery activities to complaints received from customers by ensuring the highest level of customer satisfaction including escalations from other business units within Metrobank Card Corporation. The position is likewise responsible in ensuring that all complaints received across all channels (such as email, branches, phone, executive, DTI, BSP) are resolved within prescribed service level agreements. 

The role is expected to be able to provide reports and analysis required for the management of customer service propositions in line with Marketing projects and initiatives.  It is likewise expected to perform tasks in managing communication channels that may be assigned in line with MCC’s vision to pro-actively engage customers.

Specific Duties & Responsibilities:

Operations Management:

• Manage the activities associated with Complaints Validation for Customer Service and Collections including the recommendation of initiatives that will help bring down the complaint numbers.
• Provide recommendations to sustain good management of Social Media channels of MCC including monitoring of the quality of responses and the fulfillment of the action required to address the concern of the customer. Update the standard operating procedure associated with Social Media monitoring when needed.
• Achieve competence on the products and features, system functionalities, company policies and procedures and excellent customer service orientation, pertinent to the products and services of the credit card company and the bank, and other client-organizations (such as Human Resource package clients, etc).
• Work with Marketing in providing MIS for inputs on product and service propositions.
• Ensure that Customer and Requests Resolution service standards and/or performance metrics are consistently met, if not exceeded.
• Handle communication with customers via communication channels assigned.
• Handle customer complaints (unanswered emails and unresolved complaints that are beyond TAT) regarding products and services based on established policies & procedures
• Perform service recovery activities to retain the customer and reinstate the customer’s confidence to Metrobank Card Corporation such as face to face explanation to walk-in clients on SOA, rewards, reconciliation, sending token)
• Monitor complaints and closely coordinate with concerned business units to ensure action points required from them are completed.
• Update Special Instructions in the account whenever necessary including providing recommendations for skip file, DNC, and other VIP handling activities.
• Provide detailed feedback through email, call out, letters and other media relating to complaints, within reasonable time, to branches, cardholders and to the concerned business units
• Prepare / draft letters and recommend standard template replies to customers.
• Prepare account reconciliation reports to be used as supporting data for  reversal requests
• Cross-sell other products/cards/services of Metrobank Card Corporation when necessary
• Make timely decisions regarding reversal of charges within the empowerment guidelines; reconcile accounts if necessary for its approval.
• Escalate issues that may result to organization risk in a prompt and professional manner.
• Proactively challenge status quo and suggest process improvements (via technology, process) based on top complaints.
• Provide assistance to MCC officers/staff whenever needed.
• Participate in UAT (user’s acceptance testing) activities.
• Perform projects/responsibilities/special tasks that may be assigned from time to time (e.g. BORC, Cost Champion, Corp. Correspondence, Line trainer, e-Champ, etc.)
• Acts as an OIC in the absence of Service Quality and Delivery Head and Service Quality and Delivery Manager.

Relationship Building and Networking:

• Coordinate closely with MCC Business Units to synergize efforts for complaints, requests and inquiries management.
• Liaise with the different point persons in MCC to monitor fulfillment of action items related to Social Media Channels and Customer Satisfaction Surveys.

People Development:

• Command responsibility for the productivity and operations management of assigned team.
• Encourage direct report(s) in self-development and improvement by conducting huddles and team meetings.
• Support and help others to learn about all aspects of the job and undertake the necessary professional development to optimize performance by conducting on the job trainings to direct reports and coordinating the necessary information from other business units (e.g. Customer Service, Collections, Legal, Risk Management, Audit, Compliance, etc.)

Perform projects/responsibilities/special tasks that may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ, etc.)

Qualifications:

• Must have a bachelor’s degree from a college/university
• Must have at least 2 years experience in Customer Service in a Credit Card company or financial environment
• Must have at least 1 year experience in people management
• Proficiency in the following Microsoft applications: Word, Excel and PowerPoint; knowledge in CardPac system is a must
• Knowledge of relevant MCC procedures and policies is a must
• Experience in customer service in a banking / financial industry is a must
• Experience in dealing with external customers who have varying requirements is a must
• Willing to work overtime
• Willing to be cross-posted to other programs when necessary

BEHAVIORAL COMPETENCIES

• CONTINUOUS IMPROVEMENT & INNOVATION

Modifies practices: Monitors efficiency and work practices and modifies procedures to provide a more effective and efficient service.  Shares best practice tips with others so that they can improve their performance.  Practices and promotes out-of-the-box thinking.

• COMMUNICATION

Ability to convey and explain information, opinions and arguments fluently, coherently and confidently. Ability to interpret and clarify details. Fosters two-way communication:  Elicits comments or feedback on what has been said.  Maintains continuous open and consistent communication with others. Openly and constructively discusses diverse perspectives that could lead to misunderstandings.  Communicates decisions or recommendations that could be perceived negatively, with sensitivity and tact.  Supports messages with relevant data, information, examples, and demonstrations. Ability to prepare non-routine documents and explain information in writing, clearly and concisely.

• CUSTOMER FOCUS

Understands the customer: Works with customers to fully understand their needs and requirements and provides appropriate solutions to meet their needs on an ongoing basis. Works to educate customers so they are aware of the full range of services and products available. Ensures the customer understands how the solutions recommended meet their needs by seeking feedback from the customer. Maintains two-way communications with customers about mutual expectations.

• INITIATIVE

Identifies opportunities: Spots opportunities and is quick to respond to them.  Identifies and acts on issues which might provide a problem to the business in the near future (for instance, clashes in priorities) and refers any unresolved problems upward for resolution.  Does not allow obstacles to prevent work completion.  Seeks out relevant information to aid decision making.

• INTERDEPENDENCE

Answers questions:  Provides advice and support to team members.  Notices when a colleague needs help and takes the initiative to assist in completing team objectives.  Shares information and learning experiences.

• SUPPORTING AND MANAGING CHANGE

“Walks the talk” and reinforces the change message at every opportunity. Act with a sense of urgency around change and motivates team, colleagues and/or internal and external partners to join change efforts. Introduce procedures & activities which ensure quick turnaround and responsiveness. Shows willingness to adapt new approaches and management directions as required.

• BUILDING RELATIONSHIPS AND NETWORKS

Maintains network: Maintains discussions with stakeholders, colleagues, customers, both internal and external.  Recognizes the importance of networking to achieve day-to-day work.

• CREATING A SYNERGIZED & MOTIVATIONAL ENVIRONMENT

Motivates the team: Contributes to a motivated and positive team environment by taking related initiatives within the team to support team commitment to success.

• DEVELOPING OTHERS

Encourages others in self-development & improvement. Supports and helps others to learn about all aspects of the job and undertake the necessary professional development to optimize performance. Shares own learning experiences and encourages individuals to take responsibility for their own learning and development. Provides performance feedback and support, reinforcing strengths and identifying areas for improvement.  Encourages staff to develop and apply their skills.  Suggests to individuals’ ways of improving performance and competence.

Other Details:

Rank: Junior Officer

Location: Makati City