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Action Center Analyst

Be #InGoodHands with Metrobank

 

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.

With Metrobank, a meaningful life is within your reach!

 

 

Join Commercial Client Services Department and play a pivotal role in delivering exceptional, specialized service to our commercial clients and branches! 

 

 

Position Title: Action Center Analyst - Rank & File

 

 

Job Summary:

 

The Action Center Analyst is responsible for delivering exceptional value to the organization by effectively managing escalated issues and complaints from branches and commercial clients, and driving continuous improvement initiatives. 

 

 

Job Responsibilities:
 

Issue Escalation: 

    • Receives and manages escalated issues from various channels. 

    • Coordinates with relevant units to resolve complex problems. 

    • Monitors the progress of escalated cases and ensures timely resolution. 

    • Provides timely updates on the status of escalated cases. 

 Complaints Management: 

    • Investigates and addresses customer complaints in a professional and empathetic manner. 

    • Communicates with customers and stakeholders throughout the resolution process, providing updates and addressing concerns. 

    • Identifies underlying causes of recurring complaints. 

    • Develops preventive measures to avoid similar issues in the future. 

 

 Continuous Improvement: 

    • Reviews customer inquiries and requests to identify opportunities for process improvement to prevent future issues and escalations. 

    • Collaborates with cross-functional teams to drive and implement changes. 

 

 

 

Qualifications:

 

 

  • At least 3 years’ experience on Incident Management, Problem Management and Service Management 

  • Excellent oral and written communication skills 

  • Strong analytical and problem-solving abilities 

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Other Details:

 

Rank: Rank and File
Office Location: Metropolitan Technological Park (Metropark), Pasay City

 

 

Apply now »