Customer Service Associate
CUSTOMER SERVICE DEPARTMENT
Job Description
• Respond to customer inquiries, complaints, and service requests through phone, chat, email, social media, and other approved channels within the required service level.
• Provide accurate assistance on loan status, payment processes, balances, document requests, payment confirmations, adjustments, and Certificate of Full Payment requests.
• Log all customer interactions, concerns, resolutions, follow-ups, and escalations accurately in the CRM or approved monitoring system.
• Coordinate with branches and internal departments to resolve customer concerns, process payment-related requests, validate documents, and address service gaps.
• Deliver Genuine Care through empathy, ownership, active listening, professionalism, confidentiality, and timely escalation of complex or unresolved concerns.
Qualifications
• Bachelor’s degree in Business Administration, Communication, Marketing, Management, Psychology, or any related field.
• Experience in customer service, customer support, call handling, loan servicing, payment coordination, or a related function is an advantage.
• Good knowledge or willingness to learn company products, loan processes, payment procedures, complaint handling, and customer service standards.
• Excellent communication, active listening, probing, interpersonal, empathy, patience, and customer-handling skills.
• Organized and detail-oriented, with the ability to manage multiple concerns, follow-ups, reports, payment details, and service requests within required timelines.
• Proficient in Microsoft Office; familiarity with CRM systems, call-management tools, payment-monitoring platforms, or customer service systems is an advantage.