Client Services Officer

Client Services Officer/Manager

Job Mandate:

Responsible for servicing after-sales requirements of corporate clients availing Cash Management Services. Client Services Officer/ Manager works in close collaboration within the Client Services team, and with Account Management, Product Management, Operations and branches to deliver a seamless and integrated client experience.

Duties and Responsibilities :

A. Case / problem management 

1. Receives calls and emails from corporate clients regarding concerns on their availed Cash Management Services.

2. Gathers information and investigates to identify the root cause of the problem to prevent recurrence.

3. Coordinates with and escalates to relevant teams/departments to resolve clients' concerns.

4. Monitors all pending cases until resolution.

5. Recommends process improvements.

B. Customer Satisfaction 

1. Manages and resolves complex client concerns in an efficient and customer-friendly manner, according to established standards and processes.

2. Manages the call and email queue to minimize client waiting time.

3. Assists in conducting call-out activities necessary for servicing and compliance.

C. Administrative and operations 

1. Ensures completeness and accuracy of clients' contact details.

2. Assists in training and on-boarding new joiners to the team.

3. Ensures all applications, utilities, shared folders, and other day-to-day items affecting operations are in proper workin condition.

4. Maintains knowledge-based folders and relevant PPCs for the team's quick reference.

5. Prepares reports as needed by the team.

6. Performs other functions and 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: 22403