SERVICE MANAGEMENT OFFICER, SERVICE MANAGEMENT TEAM

Job Summary

Handles and resolves basic inquiries, requests and complaints of  specific corporate clients (“special” clients) on the bank’s products and services particularly on online banking (MBOS), cash management products, DPU/MCC and trade transactions.

Specific Duties & Responsibilities

• Handles basic inquiries and requests of specific corporate clients (“special” clients) on Bank’s cash management/trade/DPU/MCC products and services and online banking  facility within agreed TAT

• Handles efficiently complaints and feedback raised by “special” corporate clients and provide immediate resolution to the concerns.

• Handles both external and internal customers in courteous, friendly, and professional manner as integrated with Metrobank’s core competencies.

• Escalates right away “special” corporate client issues/concerns that need supervisor’s assessment and final disposition.

• Accomplishes daily, weekly and monthly productivity reports tasks and performs offline duties seamlessly.

• Ensures close coordination with other internal units (ITBG units, branches, BRAD, etc) to complete investigation items of client’s concerns.
• Handles the different MBOS support tasks as and when it is necessary (e.g. bank reconciliation, banner, advisory, etc).

• Maintains position of accountability in adherence to keeping corporate documents with outmost care.

• Observes proper documentation or client’s inquiry, request and/or complaint.

• Works efficiently to ensure that agreed KRA (volume, TAT, and quality) is achieved all the time.

• Performs other related functions that may be assigned from time to time.