Client Support Team Lead

About the Role

As a Client Support Team Lead, you play a vital role in providing seamless aftersales support to clients on all on-boarded business deals of products of Wholesale Banking Segment, through managing the end-to-end escalations/complaints/feedback from our CorBank/VIP clients. You are responsible for providing guidance and support by identifying the root cause of customer issues and evaluating possible resolutions by coordinating with resources. You are responsible for identifying gaps and opportunities to enhance processes/support and regularly enhancing the team’s FAQs/Process and Procedures/knowledge database. You will act as OIC on behalf of the Team Head (TH) in managing the time from time to time on the absence of TH.

How you'll contribute

• First point of escalation with our internal partners to fast forward issues/concerns that impacts client’s operations or workflow.
• Engages with necessary service fulfillment unit to prioritize solutions
• Provides timely and regular updates to both internal and external stakeholders on cases handled
• Guides the CSMs with complex issues in identifying the best course of action
• Acts urgently in acknowledging and resolving cases raised by internal and external stakeholders
• Efficiently hands over pending cases to team for those that will be resolved beyond one’s shift
• Rotates as Case Queue Manager to ensure equal distribution of cases amongst peers
• Actively participates and contributes insights during regular team meetings on case trends, escalations/complaints
• Assists Team Head with reports preparation for business review
• Manage ad hocs assigned by the Team Head/Unit Head
• Reviews and updates outdated FAQs/Processes and Procedures in team’s sharepoint
• As the 2nd level of support for client, CSM is expected to have deep expertise in products offered and processes of the team
• Actively participate in assigned face-to-face or e-learnings to improve one’s skills
• Collaborates with peers and internal partners on new trends, product releases that will enable one to better support our clients

What we're looking for

• Graduate of Bachelor's Degree
• With at least 5 years of relevant experience in Customer Service covering corporate/institutional clients in a 24x7 support operational workflow
• Willing to work during holidays and/or weekends in case of escalations
• Should have deep sense of urgency with excellent stakeholder management skill
• Good verbal and written communication skills – can clearly convey information/ideas to individuals or group
• Ability to work under pressure and maintain a professional attitude at work

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your BetterBanking career with us today.