Department | What do we do? | More in-depth wiki link |
|---|---|---|
Customer Service | The Customer Service Department will serve as the front liner and shall be responsible in handling bank clients’ and sales partners’ interaction through inbound and outbound voice, email, in-app chat, and social media. | |
Complaints / Resolution Management | Resolution Management Team target is to ensure that complaints are resolved efficiently and effectively. The following are goals along with duties and responsibilities to address all client’s concerns; the team is expected to immediately assist on investigation of complaints received, ensure that all complaints are checked and all recordings reviewed of all client interactions during the investigation, if needed coordinate with all units involved for checking. The team is also tasked to maintain a record of the complaint/s received for purposes of logging and monitoring. This is for proper monitoring and ensure timely resolution of complaint, to be able to review and provide a summary of concerns for internal analysis to determine the areas for improvement for products and services, in which is the Implementation of the Bangko Sentral ng Pilipinas (BSP). Regulations on Financial Consumer Protection (BSP Circular No. 857 and BSP Circular 1048). | |
Telesales | ||
Customer Due Diligence | Back Office Customer Due Diligence (CDD) / Underwriting Team is primarily responsible for customer onboarding by conducting (1) customer due diligence in which the team identifies the customers and verifies the true identity of the customers based on the onboarding documents provided; (2) customer account management, (3) performing enhance due diligence procedure as necessary, (4) loan application review, as well as (5) transaction monitoring and fraud investigation. The team provides support to the Contact Center Team and other departments within the organization to ensure that the company and department goals and objectives are met. | |
Card Operations | ||
Payments | ||
Quality Assurance | ||
Training |