Associate Customer Service Officer

The Associate Customer Service Officer directly handles the acceptance of all customer-initiated contacts received by the Inbound Unit through UnionBank’s hotline. They respond appropriately to the customer’s inquiries, requests, or complaints.

Responsibilities:

Inbound Operations

• Consistently meet all the set turnaround times and call handling quality standards to accept all UnionBank Hotline-initiated contacts.
• Conducts all prescribed customer identification checks before processing any customer inquiries, requests, or complaints.
• Adheres to the prescribed policies and guidelines of the business being handled.
• Competent in providing an accurate and appropriate response determined by the Bank's policies and procedures.
• Abide by the given policies and guidelines in processing customer file maintenance requests.
• Extend working hours as the need arises to ensure that the scheduled manning levels are consistently met.
• Participates in all activities of the Contact Center.
• Performs other duties whenever the need arises.

Process Improvements

• Suggests process improvements that will result in more efficient processing to address the unit’s service requirements.

Issue Resolutions

• Resolves issues and concerns regarding his/her daily activities, including customer issues, and escalates to proper authority beyond his/her scope of responsibility.
• Approves reversal, waivers of charges, and other transactions within his/her approving authority.