Customer Service Specialist (Bilingual - Mandarin)

Job Summary 

As a Customer Service Specialist, you will be the catalyst of excellent customer service and process improvement, providing support to both external and internal customers (stakeholders). You will be providing excellent communication (both in English and Mandarin) and support by addressing customer concerns through inbound and outbound calls and emails and will be supporting the business through post-settlement operations. You will be working closely with our stakeholders and business partners like mortgage insurers and valuers by engaging in post settlement calls.

Job Descriptions:
CUSTOMER SERVICE
-Attends to inquiries received from customers through various channels like phone and email, proactively resolving customer issues, service requests and customer queries.
-Conducts post- settlement conversations and activities and periodic exit calls.
-Perform transactions for our customers and stakeholders in a timely manner within Agreed SLAs
-Supports relevant stakeholders including valuers, mortgage
insurers and business partners while maintaining excellent service levels.
-Assists in rapid implementation of new processes developments and enhancements, including business requirements specifications, risk analysis, policies, reports and post implementation evaluations.
-Incident management
BACK OFFICE
-Process Improvement
-Identifying data quality trends for process improvement at training needs
-Identify opportunities, convert opportunities into quality client retentions.
-Training, mentoring, and guiding team members in new
processes

Qualifications
-Candidate must possess at least a bachelors degree in any
business-related Studies like Management, Finance or Accounting.
-Customer-centric with 3 to 5 years of experience in in dealing with
customers on the phone.
-Background in the financial industry, preferably with experience in
lending or related roles.
-Capable of working under pressure and exhibit a good work ethic
and professionalism in a fast-paced environment.
-Strong analytical and problem-solving skills.
-Flexibility in terms of working hours and approaches
-Amenable to work onsite in Ortigas according to schedule
provided by the manager.