About Security Bank
We are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016—the Bank of the Year – Philippines by The Banker.
We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As Social Media Specialist, you will respond to customers’ inquiries, requests, or complaints received from the company’s official Social Media platforms related to SBF and loan products. Ensures the accurate recording of client’s concerns and escalates requests or complaints to the corresponding units using CRM for appropriate investigation and proper handling
How you'll contribute
- Handles different types of concerns received via Social Media and is able to respond to different situations effectively through the use of the different methods of approach when appropriate to the situation
- Analyzes each situation through a thorough review and understanding of the case to be able to provide an accurate resolution
- Assists customers with their queries, requests, or complaints via email based on existing policies and procedures, and standard replies within the prescribed turnaround time to deliver good service
- Understands customer’s needs and nature of concern by providing accurate information and assistance they may require to achieve customer satisfaction
- Provides timely and relevant information to clients regarding their accounts or concern through open & interactive communication to maintain a good relationship with our clients
- Recommends satisfactory & acceptable solutions & alternatives by understanding the client’s complaint to resolve issues or complaints within the prescribed turnaround-time
- Escalates/ communicates issues or complaints to supervisors/heads and/or appropriate units according to escalation process, policies, and procedures for immediate resolution
- Escalates complaints immediately to the Customer Care Unit with media, BSP threats,s or executive complaints about appropriate handling
- Conveys clear, accurate, complete information/feedback to clients using resources such as Knowledge Base, corporate websites, and manuals to build a strong relationship with clients
- Analyzes existing process by suggesting or proposing new ideas to innovate or improve the process
- Ensures the accurate recording of customer's concerns using the appropriate category, type, work code in customers' accounts via CRM tool for proper documentation
- Monitors client's pending concerns using monitoring methods to keep customers updated about the progress of concern until resolution
- Understands the importance of complying with the rules and regulations of the bank by applying the principles and bringing them to life to achieve the company's common goal of promoting its brand.
- Complies with policies, procedures, guidelines across all processes to provide consistent and effective customer service
What we’re looking for
- Bachelor's Degree in Marketing/Mass Communication/AB English or any related field
- At least 1-year experience as Social Media Specialist - Facebook
- Good knowledge of Digital Marketing, E-Commerce, Customer Service/Contact Centre
- Knowledge of Bank Products and Services Knowledge of various bank and loans processes
- Effective communication skills in English. Good customer service skills. Comprehension and analytical skills
- Able to communicate effectively with the client and communicate clearly with the colleagues and superior; keen/attentive to details; able to deliver consistent and reliable service to customers, able to work effectively in a team environment
- Open to contract engagement. The initial contract is 6 months
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
