Customer Engagement Officer

Overview:

The Customer Engagement Officer acts as the primary contact point for CitySavings clients, handling both voice and non-voice communication channels. The main goal of the position is to deliver high-quality customer service, resolve inquiries and complaints efficiently, and help streamline processes to improve the overall customer experience.

Key

Responsibilities:

Channel & Case Management

• Manage customer inquiries, requests, and complaints across voice and non-voice channels, including email (simpleisgood@citysavings.com.ph), SMS, Facebook Messenger, and phone calls.
• Ensure proper logging and case creation in Salesforce across all channels.
• Accurately classify customer interactions as simple or complex and route/escalate them to the appropriate resolving units when necessary.
• Monitor pending customer responses (PCR) and follow up proactively to ensure timely resolution.
• Verify that all required supporting documents are complete before closing cases in Salesforce.
• Track and ensure compliance of internal units with agreed Turn-Around-Times (TAT) for case resolution.

Customer Experience & Operations

• Perform strict Know Your Customer (KYC) checks prior to sharing sensitive details, maintaining compliance with data privacy standards.
• Provide clear, accurate information regarding bank products and services, including loan balances, account details, and branch availability.
• Maintain accurate records and reports of all inquiries, feedback, and complaints.
• Assist branch networks with customer engagement support and inquiries.

Process Improvement & Strategy

• Actively participate in stakeholder meetings and focus group discussions to learn new communication methods aligned with bank strategies.
• Support the Customer Engagement Head in conducting annual reviews of manuals, policies, and procedures.
• Provide suggestions and actionable inputs for strategies, policies, and concepts within the Customer Engagement Unit.
• Help prepare presentation materials and support special projects as needed.