Consumer Affairs Officer

Job Summary:

The Consumer Affairs Officer shall implement, investigate, analyze and resolve consumer problems and complaints in a timely manner.  The Consumer Affairs Officer is tasked to ensure implementation of the Bank's consumer affairs processes and guidelines.

Specific Duties and Responsibilities:

A. Management

1. Ensure implementation of Consumer Affairs programs, policies and Procedures.

2. Provides insights into developing recommendations for corrective/improvement of the Bank's processes, guidelines and procedures relating to consumer affairs.

3. Provide alternative modes of resolution, such as conciliation, mediation and arbitration to achieve settlement of the concern/complaint.

B. Operations

Consumer Affairs (Complaints Management, Inquiries and Customer Assistance)

A. Receive, log and acknowledge consumer inquiries and complaints in a timely manner through the following channels: walk in, website, Facebook page, electronic mail, letters and phone calls.  The Bank's commitment shall be expressed to the consumer including the processes and timelines.

B. Endorse/Report the received complaints (from directly reported in the bank or from BSP) to the Corporate Communications Head until the next banking day and ensure immediate escalation of any significant complaint to concerned units of the Bank.

C. Prepare correspondence in communication with the complainants regarding the bank's resolution and recommendation to achieve settlement of the concern/complaint.

Custodianship

A. Shall consolidate and maintain copies of complaints received, including supporting and relevant documents thereto, within a period of 5 years from date of resolution or as required.  Digital copies shall be maintained as back up file that is stored properly and in order.

B. Maintain the Inquiries and Complaints Database for the purpose of identifying trends, potential problems and risks.

3. GENERAL AUTHORITY

A. The Consumer Affairs Officer if authorized to take any reasonable action necessary to perform the duties and responsibilities of his/her designation within the limits of authority establish by the Bank's policies and procedures in accordance with the government regulations consistent with sound business judgment.

4. CONFIDENTIALITY

A. Ensure that all complaint information shall be handled with utmost confidentiality, notifying and involving only those concerned parties and following relevant data protection requirements.

B. Monitoring and Reporting

1. Reports shall be presented to the Executive Management in a monthly basis.

2. Reports shall include recommendations on how to avoid recurring requests/complaints and suggestions for process/personnel competency improvement as needed.

3. Complaint statistics shall be included in the Bank's Annual Report.

4. Consolidated Complaints Report shall be submitted to the Supervisory Data Center (SDC) of the Supervision and Examination Sector on a quarterly basis.  Such report shall be submitted in the format required by BSP and not later than one (1) month after the end of every quarter.  A Complaints Report in a Category B Report for purposes of applying the appropriate monetary penalty.

COMPETENCIES:

1. Excellent written and verbal communication skills

2. Strong negotiation skills

3. Detail and result oriented

4. Relevant experience in Marketing, Advertising and Public Relations

5. Strong Interpersonal skills

6. Confidence and discretion

7. Copywriting is an advantage

QUALIFICATION GUIDELINES:

Education: Must possess at least a Bachelor's degree on Communication/Marketing/Business Studies/Administration/Management/Banking and Finance or its equivalent

Experience: With at least 2 years experience in Bank communications and consumer affairs or at least 1 year experience in copywriting or corporate communications

Others: With strong analytical, strong leadership skills and people management, interpersonal and negotiation skills.  The ability to actively listen to and act on customer needs and desires.  Can do attitude. Ability to handle irate clients/customers.