Title:  Customer Care Representative

Project Details:

To provide call center services to support the bank’s customer improvement initiatives in the following areas:

• To provide a single point of contact for selected products and services
• To maximizes available manpower and other resources
• To standardize the service level provision

Tasks, Duties & Responsibilities:

Credit Card Processing

• Product Features
• Application Related Concerns
• Card/Account Related Concerns
• Changes in Customer Info
• Transaction Related
• Fee Related
• Loyalty Points Related Inquiry
• Promo Related
• Merchant related Inquiries

Deposit and Loan Products

• Gives resolution to  simple inquiries or  concerns regarding  product features,  prevailing interest rates and indicative FX rates
• Provides referral of complex product inquiries or concerns to the appropriate unit in the bank
• Reverts to client based on feedback for complex product inquiries or concerns
• Follows up on pending requests

Cash Management and Alternative Delivery Channels

• Responds to frequently asked questions (FAQ) – product features, processes
• Fulfills client requests:

• Provision of User ID
• Resetting of Account

• Follows up status requests, unresolved complaints and/or queries
• Handles products and services for corporate clients and Retail Internet Banking (RIB).
• Handles client complaints

• Technical – problem is confined to the client (bug). May take a while before problem is resolved
• Financial – double posting, erroneous charging, etc.

• Executes requirements that need 24/7 availability especially during tax deadlines and payroll period
• Transfers calls to Bank of Commerce and/or BancNet

E-Banking Services

• Tags lost and captured cards
• Provides E-Bank services such as:

• ATM maintaining balance
• Debit without dispense – Issuer and Acquirer (Bnet/Megalink/ExpressNet),  

Acquirer Mastercard/Visa and On-branch/Interbranch (proprietary)

• Bills payment – Erroneous and Unposted
• Interbank fund transfer unposted – Issuer/Acquirer
• Unreadable ATM pin mailer
• Unauthorized withdrawals
• Cannot access account
• Captured card – BOC, Bancnet/Megalink/ExpressNet cards and International cards
• ATM locations, branch locations and telephone numbers
• Account and ATM maintaining balance
• Number of tries to withdraw per day
• Demagnetized ATM cards
• Service charge inquiries and IBFT inquiry
• ATM account opening requirements
• Bancnet product and services