Client Care Associate

Job Summary

The Client Care Associate serves as the primary point of contact for our clients, delivering exceptional service across multiple communication channels. This role is responsible for managing both inbound inquiries and proactive outbound outreach, ensuring timely resolution of client concerns, and supporting the broader operations team to meet service excellence standards.

Duties and Responsibilities

1.       Manages and resolves client inquiries by processing requests, liaising with internal and external stakeholders, and providing timely feedback through both email and face-to-face consultations

2.       Performs outbound calls to clients with bank-financed accounts and past-due balances. Responsible for providing payment reminders, guiding clients through the bank financing process, and negotiating repayment plans to recover outstanding balances while maintaining positive client relationships

3.       Provides clients with updates on the status of their inquiries, requests, follow-ups, and complaints

4.       Monitors commitments based on standard and complaint turnaround times (TATs). 

 

5.       Expected to be able to serve as back-up for either Walk-in or Electronic channels depending on the surge of volume of clients

 

6.       Supports operational needs by performing other duties and special projects as assigned by the immediate head.

Technical Competencies and Skills

• Critical thinking and analytical skills, used for identification of root cause and problem owners. • High sense of responsibility and urgency in dealing with external and internal clients • Person with integrity • Good oral communication skills, both in English and Tagalog • Professional tone of voice, to be used for outgoing conversations with both internal and external clients • Skills in call handling, email handling, complaint handling

Education, Trainings and Licenses Required

• Bachelor’s degree in any business-related course, such as Management, Marketing