Service Fulfillment Officer
Date:
Aug 26, 2026
Location:
Dagupan City, Ilocos Region, PH
Business Unit:
Enterprise Services Group
Department:
| Job Mandate |
| The Service Fulfillment Unit Head is primarily responsible for the overall management and supervision of the Service Fulfillment Unit with an |
| objective that queries and/or concerns of Consumer Banking Group (CBG) Auto, Home and Small Medium enterprise (SME) loan |
| clients are addressed and resolved within the Bank’s standard service levels at all times. This also includes guidance of counterparts |
| in the Extension Offices (EOs) and aligned in the execution of work processes. |
| Duties and Responsibilities |
| Review, Check and Monitor Cases |
| 1. Track status of cases that are escalated, with past-turn around time (for both case logging and resolution) and monitor resolution of |
| complaints and special handling cases (ie. VIP/Complex/Unusual) |
| 2. Approves requests related to loan amendment based on approved approval matrix. Reviews memo prepared by officer / processor |
| endorsed to Consumer Banking Business Unit and Group Head for approval. |
| 3. Reviews customer communications prepared by Section Head and performs check-up and recovery calls required to resolve |
| customer complaints, as needed. |
| 4. Supports various Business Units in their respective business development programs, as needed. (ie. contribute to updating of contact |
| information in ICBS, improvement of customer experience) |
| 5. Prepares reports such as weekly backlog in case logging and resolution, monthly bank-wide BSP Consumer Assistance |
| Management System (CAMS) Report and monthly On-line Consumer Loan Services (OCLS) Performance Report submitted to |
| Department Head. |
| 6. Escalates to Department/Group head for proper handling of deviations affecting work processes. |
| Work Process Management |
| 7. Recommends work steps and system enhancements that results to process improvements. |
| 8. Checks and updates policies and procedures as needed. (ie. PPC, eLearing materials, Infocast, implementing guidelines and work |
| processes) |
| Unit Performance Management |
| 9. Monitors enrollment of team members in all mandatory NewHire, Regulatory, LAD, Training and Development e-Courses to improve |
| service quality and enhance customer experience of loan clients. |
| 10. Train new hires and transferred employees from other or within the Department / LAD Units. This includes developing training |
| materials, as needed. |
| 11. Regularly performs revalida sessions to Section Heads, Service Fulfillment Officers and Processors to check correct implementation |
| of work processes. |
| 12. Regularly conduct coaching sessions and review progress of deficient under-productive personnel of the Unit an prepare the |
| necessary Performance Development Plan. |
| 13. Leads the unit in delivering high quality service within a culture of customer service and continuous improvement. |
| 14. Builds and sustains capabilities to achieve both people and organization objectives. |
| 15. Establishes leadership and ascertains business continuity in all key/critical positions in the organization by actively developing |
| identified potential successors. |
| 16. Advocates a positive team environment through teamwork, coaching and mentoring. |
| 17. Performs other related functions that may be assigned from time to time. |
| Job Mandate |
| The Service Fulfillment Unit Head is primarily responsible for the overall management and supervision of the Service Fulfillment Unit with an |
| objective that queries and/or concerns of Consumer Banking Group (CBG) Auto, Home and Small Medium enterprise (SME) loan |
| clients are addressed and resolved within the Bank’s standard service levels at all times. This also includes guidance of counterparts |
| in the Extension Offices (EOs) and aligned in the execution of work processes. |
| Duties and Responsibilities |
| Review, Check and Monitor Cases |
| 1. Track status of cases that are escalated, with past-turn around time (for both case logging and resolution) and monitor resolution of |
| complaints and special handling cases (ie. VIP/Complex/Unusual) |
| 2. Approves requests related to loan amendment based on approved approval matrix. Reviews memo prepared by officer / processor |
| endorsed to Consumer Banking Business Unit and Group Head for approval. |
| 3. Reviews customer communications prepared by Section Head and performs check-up and recovery calls required to resolve |
| customer complaints, as needed. |
| 4. Supports various Business Units in their respective business development programs, as needed. (ie. contribute to updating of contact |
| information in ICBS, improvement of customer experience) |
| 5. Prepares reports such as weekly backlog in case logging and resolution, monthly bank-wide BSP Consumer Assistance |
| Management System (CAMS) Report and monthly On-line Consumer Loan Services (OCLS) Performance Report submitted to |
| Department Head. |
| 6. Escalates to Department/Group head for proper handling of deviations affecting work processes. |
| Work Process Management |
| 7. Recommends work steps and system enhancements that results to process improvements. |
| 8. Checks and updates policies and procedures as needed. (ie. PPC, eLearing materials, Infocast, implementing guidelines and work |
| processes) |
| Unit Performance Management |
| 9. Monitors enrollment of team members in all mandatory NewHire, Regulatory, LAD, Training and Development e-Courses to improve |
| service quality and enhance customer experience of loan clients. |
| 10. Train new hires and transferred employees from other or within the Department / LAD Units. This includes developing training |
| materials, as needed. |
| 11. Regularly performs revalida sessions to Section Heads, Service Fulfillment Officers and Processors to check correct implementation |
| of work processes. |
| 12. Regularly conduct coaching sessions and review progress of deficient under-productive personnel of the Unit an prepare the |
| necessary Performance Development Plan. |
| 13. Leads the unit in delivering high quality service within a culture of customer service and continuous improvement. |
| 14. Builds and sustains capabilities to achieve both people and organization objectives. |
| 15. Establishes leadership and ascertains business continuity in all key/critical positions in the organization by actively developing |
| identified potential successors. |
| 16. Advocates a positive team environment through teamwork, coaching and mentoring. |
| 17. Performs other related functions that may be assigned from time to time. |
| Job Mandate |
| The Service Fulfillment Unit Head is primarily responsible for the overall management and supervision of the Service Fulfillment Unit with an |
| objective that queries and/or concerns of Consumer Banking Group (CBG) Auto, Home and Small Medium enterprise (SME) loan |
| clients are addressed and resolved within the Bank’s standard service levels at all times. This also includes guidance of counterparts |
| in the Extension Offices (EOs) and aligned in the execution of work processes. |
| Duties and Responsibilities |
| Review, Check and Monitor Cases |
| 1. Track status of cases that are escalated, with past-turn around time (for both case logging and resolution) and monitor resolution of |
| complaints and special handling cases (ie. VIP/Complex/Unusual) |
| 2. Approves requests related to loan amendment based on approved approval matrix. Reviews memo prepared by officer / processor |
| endorsed to Consumer Banking Business Unit and Group Head for approval. |
| 3. Reviews customer communications prepared by Section Head and performs check-up and recovery calls required to resolve |
| customer complaints, as needed. |
| 4. Supports various Business Units in their respective business development programs, as needed. (ie. contribute to updating of contact |
| information in ICBS, improvement of customer experience) |
| 5. Prepares reports such as weekly backlog in case logging and resolution, monthly bank-wide BSP Consumer Assistance |
| Management System (CAMS) Report and monthly On-line Consumer Loan Services (OCLS) Performance Report submitted to |
| Department Head. |
| 6. Escalates to Department/Group head for proper handling of deviations affecting work processes. |
| Work Process Management |
| 7. Recommends work steps and system enhancements that results to process improvements. |
| 8. Checks and updates policies and procedures as needed. (ie. PPC, eLearing materials, Infocast, implementing guidelines and work |
| processes) |
| Unit Performance Management |
| 9. Monitors enrollment of team members in all mandatory NewHire, Regulatory, LAD, Training and Development e-Courses to improve |
| service quality and enhance customer experience of loan clients. |
| 10. Train new hires and transferred employees from other or within the Department / LAD Units. This includes developing training |
| materials, as needed. |
| 11. Regularly performs revalida sessions to Section Heads, Service Fulfillment Officers and Processors to check correct implementation |
| of work processes. |
| 12. Regularly conduct coaching sessions and review progress of deficient under-productive personnel of the Unit an prepare the |
| necessary Performance Development Plan. |
| 13. Leads the unit in delivering high quality service within a culture of customer service and continuous improvement. |
| 14. Builds and sustains capabilities to achieve both people and organization objectives. |
| 15. Establishes leadership and ascertains business continuity in all key/critical positions in the organization by actively developing |
| identified potential successors. |
| 16. Advocates a positive team environment through teamwork, coaching and mentoring. |
| 17. Performs other related functions that may be assigned from time to time. |