Customer Advocacy Risk Escalation Analyst | Financial Services | Pasig City
Conexus Staffing and Consultancy Solutions, Inc.
- Makati, PhilippinesUnit 2B Cypress Gardens, Legazpi Village, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- ₱35,000.00 - ₱45,000.00 / monthPHP350004500035000MONTH
- Full timeFULL_TIME
Expired 7 years ago
2017-07-03T16:00:00+00:00Job closed.
Job Description
- Serves as the point of contact for Operations related to partner processing errors, CEO escalations, and collection efforts related to internal processing errors;
- Ensures the end to end resolution of escalated cases;
- Helps in collating common trends and risks related to specific partners to be provided as feedback to our internal partners including but not limited to: areas to improve processing time and customer experience;
- Helps analyze and provide solutions to ongoing partner errors by tracking and monitoring a partner scorecard;
- Prepares, responds naturally and appropriately to CEO escalations with a firm but customer centric mindset;
- Contributes ideas and strategies to reduce partner processing errors and when needed provide exceptional customer service to quickly resolve customer concerns;
- Helps create visibility around CEO escalations and provide feedback to product and marketing teams to improve customer experience;
- Contacts customers and banking institutions to verify legitimate transactions;
- Handles escalated customer concerns related to disbursement issues, declined transactions and suspensions;
- Identifies high-risk transaction within the business portfolio - flag for CARE review on accounts that CSR think are risky;
- Communication to customers that have had their account systemically compromised;
- Research, complete callouts to the customer and draft response for CEO escalations;
- Manage partner downtimes and document entries;
- Own and handle as appropriate stale transactions and complaints
Minimum Qualifications
- Bachelor’s business related degree from an accredited university;
- Advanced degree (technical) or equivalent work experience is an advantage;
- At least 1-2 years working in the related field is required for this position;
- Bilingual - fluent in written and verbal business English and at least one other language (preferred native Tagalog, Spanish, Mandarin or Portuguese language skills) is an advantage;
- Strong interpersonal communication (verbal and written) and collaboration skills;
- Able to deliver top-tier results in a highly ambiguous environment;
- Must be a self-starter with an ability to juggle competing priorities and meet aggressive deliverable dates consistent with a rapidly growing organization;
- Has an inquisitive mind and proactivity to challenge the norms constructively
- Strong communication and presentation skills;
- Knowledge of the financial services or payments industry is a distinct advantage.
Perks and Benefits
Transportation Allowances
Required Skills
- Business Correspondence
- Presentation Skills
- Problem Sensitivity
- Customer Service
- Technical Skills
- Critical Thinking
- Communication Skills
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Unit 2B Cypress Gardens, Legazpi Village, Makati, Metro Manila, Philippines
- Industry
- Staffing / Recruiting
- Vacancy
- 1 opening
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About Conexus Staffing and Consultancy Solutions, Inc.
We believe that hiring the RIGHT people is key to any business success.
At Conexus Staffing and Consultancy Solutions, we provide your business with competent human resources by matching skills and talent to your middle and low level staffing requirements, crucial to your business success. We spearhead the recruitment cycle—from sourcing of candidates, resume screening, background checks, to interviews and short listing. Complementary to this is our wide range of training solutions in areas like customer service, English proficiency, and effective management, to name a few. We at Conexus take care of your staffing requirements so that you can focus more on your core business.
Our sister company, Optimus Executive Search Solutions, is a trusted name in executive search. Like them, we operate under the same core values of Best practice, Responsive, Integrity, Dynamic, Growth, and Engaged (BRIDGE). Like Optimus, we adhere to high quality standards in our professional practice. Conexus’ Board of Directors, core team of Consultants, and Board Advisers represent solid experience in the fields of finance, investment banking, sales and marketing particularly in the fast moving consumer goods sector, pharmaceutical, human resources management, general management, energy and infrastructure, retail and property management, information technology and recruitment consulting.