SB Finance | Voice Customer Service Specialist

POSITION TITLE : VOICE CUSTOMER SERVICE SPECIALIST REPORTS TO : VOICE TEAM LEADER DIRECTLY SUPERVISES : N/A UNIT / DEPARMENT : VOICE / CUSTOMER SERVICE DEPARMENT DIVISION : CLIENT SUCCESS AND SOLUTIONS DIVISION NEW OR EXISTING ROLE : ☐ New ☒ Existing JOB SUMMARY Provide an overall high level summary of the role. In two or three sentences, describe why the job exists and what the work involves. The Voice Customer Service Specialist is responsible for upholding the bank’s service standards by delivering high-quality support through inbound hotline interactions. The role focuses on servicing current accounts and those in delinquency, addressing client inquiries, requests, and complaints with efficiency and professionalism. When issues exceed the specialist’s level of authority, they are expected to escalate appropriately and coordinate with relevant departments to ensure timely and effective resolution. PRINCIPAL DUTIES AND RESPONSIBILITIES List, in order of importance, the five to six essential functions, key activities and decision-making areas of the job. It may help to specify the typical target(s) and how success will be measured for each activity. PRINCIPAL DUTIES & RESPONSIBILITIY Key activities and decision-making areas TYPICAL TARGETS & MEASURES Individual Performance: 1. Handle inbound calls to manage client inquiries, requests, and complaints related to current accounts and those in delinquency 2. Conduct outbound calls as necessary to relay or gather information essential for completing resolutions, including client-request and callbacks for dropped or disconnected calls 3. Demonstrate flexibility in operating within a 24/7 service environment when required to support operational demands 4. Comply with assigned shift schedules, including auxiliary breaks and off-phone periods 5. Consistently meet or exceed productivity targets and performance metrics 6. Accurately create and manage case tickets, ensuring proper endorsement and routing to relevant teams 7. Delivering client interactions in alignment with established quality standards and service attributes 8. Contribute to sales initiatives by effectively engaging clients and identifying cross-selling opportunities Average Handling Time Attendance Schedule Adherence; Off Queue Quality Assurance Sales Booking Process, Customer and Risk Management: 1. Escalate complaints and complex cases promptly and accurately, ensuring proper assignment or endorsement to the appropriate FFU (Final Fulfilling Unit) 2. Timely action and resolution of open or pending case tickets 3. Conduct daily review of WCM updates, advisories, Knowledge Base entries, and other relevant reference materials 4. Comply with role-specific regulatory mandates, internal compliance requirements and learning courses 5. Maintain and contribute to high Customer Satisfaction (CSAT) scores 6. Achieve target Average Resolution Percentage through efficient case handling ​​ Complaints Management & Incident Escalation Average Resolution Percentage (ARP) Process Control Error & Process Excellence CSAT Rating People: 1. Attend coaching sessions and actively apply learnings to improve performance 2. Participate in team and program-wide engagement activities to foster collaboration and a positive work environment 3. Exhibit initiative and proactiveness in identifying opportunities, develop and implement new ideas, and take initiative to improve process and outcome 4. Demonstrate professional behavior aligned with organizational values and service standards ​​People-related KPIs Compliance- Meeting, QA Calibration, PE Bulletin Initiative and Proactiveness Behavior It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time. SCOPE AND DIMENSION OF THE JOB Specify quantitative information on the scope of the job. Dimensions can be financial, operational or people-related. Financial information includes budgets, revenues, lending/expenditure limits, project costs etc. Examples of operational dimensions are the size/volume of transactions managed, number of suppliers coordinated etc. which the role has impact on. JOB QUALIFICATIONS Indicate the minimum and preferred education and experience required for this job and any licenses or certifications required to carry out the role competently. Years of Work Experience: 1 - 4 Years Educational Attainment: Vocational/Secondary Level Graduate Required course (if applicable) : N/A Required Certification/Professional License (if applicable): N/A Field of Specialization (if applicable): Banking/Finance, Commerce, Business Studies / Administration, Contact Centre / BPO Knowledge and Skills Requirement Core Knowledge and Skills - Proficient understanding of the products, processes, and policies relevant to the assigned business function. Ability to apply business knowledge to resolve customer inquiries efficiently and accurately. Effective Communication Skills - Strong oral and written communication skills to convey information clearly and professionally. Active listening skills to understand customer concerns and respond appropriately. Skilled in managing and de-escalating challenging interactions, maintaining composure and empathy under pressure. Technical Proficiency - Competent in using Microsoft Office applications. Comfortable navigating and operating multiple systems and platforms simultaneously during live interactions. Multitasking & Adaptability - Ability to multi-task in a fast-paced environment without compromising service quality. Flexible and adaptable to changing procedures, technologies, and customer needs.