Customer Service Associate

Your Impact on the Business

The Customer Service Associate (CSA) is responsible for establishing and maintaining profitable relationships with customers on behalf of the company.The CSA will provide customer assistance 24/7 on a shifting schedule. The CSA is primarily responsible for ensuring that customer needs are met, CSA is in charge of coordinating with our Western Union counterpart in terms of limit raises, switching currencies, unpay/ reinstatement, cancellation, verification, etc.)

The CSA is also in charge of handling all phone inquiries, instant- messaging (FB Messenger and Web Chat), FB Community Page assistance, and also accountable in processing remote transactions.

Key Functions:

Providing assistance on Western Union , REMCOS, Digital, AVP, and Loan Services

• Provide information on Western Union and Remcos pertaining to the status of send-out/ pay-out transactions, locations where they can claim, exchange rates, procedures, and requirements for claims, status of money transfers, etc.
• Handle temporary limit increases that bypass the permanent limit, enabling branches and subagents to process and send out transactions.
• Performs remote processing for Western Union and REMCOs when branch and sub-gent is non-PC equipped
• Rectify financial and non-financial transaction errors originating from our network.
• Assist Perahub Mobile App users with their issues and concerns while using the mobile app.
• Provide first hand resolution on issues encountered with the Perahub Visa Card.
• Performs call outs for Mobile App/or Perahub Visa Card customers when the need arises.
• Assist on inquiries and requests related to Added Valued Products, Loans , etc.

Complaint Handling

• Attends  to complaints that can be resolved immediately, without dependencies.
• Escalate complaints that cannot be resolved immediately to the assigned Regional Head, Business Development Head, or any other person or dependencies.
• Escalate, monitor, and follow up on the complaints until resolution.
• Provides feedback to the complainant, making sure that the complaints were properly addressed.

WU, REMCO, Digital Services and AVP Escalation Coordinator

• Represents the company when communicating to different Western Union International and Regional Offices requesting for but not limited to a temporary limit increase, cancellation, refund, unpay, etc.
• For REMCO, coordinates with different REMCO partners on concerns escalated by branch and sub-agents.
• Should coordinate with EON Banking Group, Union Bank and different stakeholders which includes but not limited to the branch, sub-agent, digital partners and customers
• Should coordinate with respective AVP dependencies on AVP issues and concerns

Inter-department coordination

• Coordinate with the Finance, Accounting, Compliance, Marketing, Product Management, AVP, Loans,  and IT Departments to fulfill certain requests from branches, subagents, customers, and other related parties.
• Finance and Accounting - coordinate with the concerned remit partners any request from compliance.
• Compliance - coordinate with the branches and remit partners any request from compliance.
• Marketing - client coordination related to the product and services.
• Product Management - coordination related to digital.

Report preparation and presentation

• Handles report preparation, printing, reporting, and proper safekeeping of the respective reports assigned to them.

Customer experience quality check

• Gives out surveys to every customer assisted (COWs, PRPs, and individual customers).
• Handles outbound customer happiness check by calling them through their mobile phone.

Others

• Perform other tasks as may be assigned from time to time.

Qualifications:

• Education. Bachelor’s Degree Graduate of any course;
• Experience. At least a year in customer service or teller experience  in remittance;
• Skills. Manage inquiries through email, phone, and various other channels, including handling requests and complaints (such as procedures for sending and receiving remittances, etc.); handle Google chats and meetings for prompt responses and smooth communication; assist customers by providing information on products and services and resolving any issues related to them.
• Strong English communication skills
• Working Setup. Hybrid, at least 5x a week in the HQ located in Legaspi Village, Makati; and
• Working Schedule. 6 Working Days (with a possible Saturday and Sunday shift) and with graveyard arrangement (shifting schedule).

Why Join us?

• **Our Purpose:**To empower and uplift Filipinos by providing access and choices for financial inclusion
• Our Mission: We put the customer first by delivering innovative, reliable, and secure solutions to all our stakeholders and through digital and human touchpoints.
• **Our Vision:**A nation where financial services are inclusive and borderless
• **Industry Leadership:**As a subsidiary of Union Bank of the Philippines, PETNET is backed by a strong financial institution that leads the way in delivering innovative solutions and revolutionizing the banking industry.
• Professional Growth: We foster a culture of continuous learning and personal development. By joining our team, you will have access to training programs, mentorship opportunities, and a supportive work environment that encourages growth and progression.
• **Team Collaboration:**At PETNET, we believe in the power of collaboration and teamwork. You will have the opportunity to work alongside talented professionals, exchange ideas, and contribute to meaningful projects that shape the future of financial services.
• **Impactful Work:**Our services play a crucial role in facilitating global transactions, cross-border payments, and financial inclusivity. By joining us, you will make a tangible impact on individuals, businesses, and communities, both locally and globally.