Client Services Officer
Davao City, Davao Region, PH
Job Mandate
Primarily responsible for servicing after-sales CMS needs and maintaining a good working relationship with all Middle Market clients of Transaction Banking Group availing of/enrolled in Cash Management Services. The Client Services Officer works in a team oriented environment with Account Management, Product Management and Marketing, Business Support, Branches and operations team to deliver a seamless and integrated client experience.
Duties and Responsibilities
A. Customer Satisfaction
• Manages and resolves basic and complex customer’s complaints in an efficient and customer friendly manner, according to established complaint resolution standards and processes.
• Resolves corporate clients concerns at point of call using available resources.
• Interacts with customers to provide assistance and alternative solution in response to inquiries about CMS products and services.
• Performs outbound functions like retrieval of voicemails, answering e-mails conducts pro-active call out activities.
B. Case/Problem Management
• Coordinates with relevant departments in investigating and resolving client’s concerns.
• Escalates cases that have been left pending or have exceeded the specified turn-around-time (TAT).
• Conducts follow up calls regarding issues needing special handling.
• Escalates recurring system problems and compliance issues to immediate head as necessary.
• Collaborates to different units in providing work-around/permanent resolution to clients concerns.
C. Operational Efficiency
• Cooperates/contributes to the unit’s efforts to reach its goal in meeting all service level agreements (SLA) at the same time maintaining high service quality
• Sends out advisory/information to CMS clients and/or partners on process improvements, system problem, upgrade or maintenance activities which may directly or indirectly affect the clients.
• Checks if all applications, utilities and shared folders and other day to day items affecting operations are in proper working condition.
• Coordinates with corporate clients and/or internal partners re: CMS documents with deficiency.
• Performs other functions and/or participates in special projects or assignments given from time to time.
BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 20488