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Position Title:  CBS – Process Control Specialist

Job Summary:

• The position is responsible for maintaining Customer Service’s Quality Standards by ensuring that all maintenance activities and reversals are done in accordance with the approved guidelines and policies or has the requisite approval in the performance of such. It is also involved in Risk and Fraud Reduction activities by ensuring that all errors are immediately identified and corrected in a timely and appropriate manner. 

Duties & Responsibilities

• Continuously acquire excellent knowledge of the card products and features, system functionalities, company policies and procedures and customer service orientation
• Keep informed of the introduction of new systems, policies and procedures, and new product features or merchant facility functionality needed in the performance of the Day Two / Quality Assurance Function.
• Conduct Day Two / Quality Assurance reviews and accuracy checks on a daily, weekly and monthly basis
• Make accurate evaluations and assignment of errors based on the existing parameters as embodied in the Quality Assurance Framework and in compliance to existing company standards and policies.  
• Ensure immediate correction of identified errors by liaising with the units concerned and monitor until full closure is attained.
• Ensure that all assigned review activities are done within turnaround time (TAT) and all errors are reported promptly
• Escalate cases, errors and issues that may result to organization risk in a prompt and professional manner.
• Provide suggestions or recommendations for process improvement initiatives in Customer Service to resolve identified issues.
• Facilitate preparation of unit’s MIS in coordination with WorkForce and other units concerned by providing the requisite data to determine error rates, trends, corrective actions, etc.
• Participate and assist in the dissemination of daily/weekly update to the team such as policies and procedures, new guidelines, as required.  
• Participate in UAT (user’s acceptance testing) activities.

Qualifications:

• Bachelor’s degree graduate, preferably in business related course.
• Proficient in various software applications including MS Word, Excel, and PowerPoint.
• Has good written and oral communication skills.
• Must have excellent knowledge of existing guidelines and policies, procedures and processes of Customer Service in a credit card / financial company.
• Willing to work overtime, on shifting schedule (if necessary), weekends and holidays.

Others:

Rank: Rank & File

Unit: CBS - Operations Group | Customer Service Department | Transformation, Quality Assurance and Control Section

Location: Metrobank Card Center, Makati City