L2 Customer Support Operations

East West Banking Corporation

Negotiable
On-site - Baguio1-3 Yrs ExpDiplomaFull-time
Share

Job Description

JOB PURPOSE:

Play a crucial role in providing level 2 customer service support for escalations from frontline Customer Service, Store Sales and Store Service teams for all retail digital banking channel related inquiries, requests and complaints for both Komo and Easyway mobile banking apps.

Additionally, the role will help handhold frontline customer support teams to gain familiarity and expertise to new features, functionalities, system bugs requiring workaround for both Easyway and Komo digital banking channels.

DUTIES & RESPONSIBILITIES:

Customer Service Operations

  • Acts as Level 2 Customer Service Support, handling escalations for customer concerns, detailed enquiries, complaints or follow up on transactions or process of the online banking services of both Easyway and KOMO.


Digital Banking Operations Support

  • Provide insights received from frontline teams to Digital Products and Channels -Product and Tech teams to ensure required root cause and fixes/enhancements are prioritized specially when these impact bank customers directly.
  • Collaborate with Customer Service, Store Operations, Other Back Office Support Units such as ATM Recon to continuously streamline handling and resolution flow across all stakeholders to maintain and/or exceed customer service quality standards.


SKILLS:

  • Knowledge of Bank Industry, Digital Banking, Online banking operations, Customer Service and Customer Engagement.
  • Fresh graduates to one year previous experience in the banking / BPO / Fintech industry.
  • Ability to work closely with key stakeholders and other business units.
  • Excellent communication and interpersonal skills to engage and influence stakeholders at all levels
  • Analytical mindset and the ability to interpret and analyze data and metrics.

Requirements

Please refer to job description.

English Language
Preview

Boss

HR ManagerEast West Banking Corporation

Working Location

PH

Posted on 18 March 2025

Report this job

Bossjob Safety Reminder

If the position requires you to work overseas, please be vigilant and beware of fraud.

If you encounter an employer who has the following actions during your job search, please report it immediately

  • withholds your ID,
  • requires you to provide a guarantee or collects property,
  • forces you to invest or raise funds,
  • collects illicit benefits,
  • or other illegal situations.