90 Loan Servicing jobs in the Philippines

We're looking for a detail-oriented and solutions-driven Loan Servicing Officer to join our growing team. If you enjoy working with clients, brokers, and internal teams to resolve post-loan matters while keeping accuracy and customer experience at the center, this could be the role for you.

About the Role

As a Loan Servicing Officer, you'll play a key role in supporting a large portfolio of Home, Car, Unsecured, and Asset Finance Loan customers. You'll handle a variety of post-settlement requests—from loan variations and security substitutions to responding to liquidation notices and credit reference checks—while ensuring compliance with company standards and industry workflows.

Who We Are

At GBSS, we're not your average BPO—we believe work should be fulfilling, not draining. We're all about empowering you to grow, learn, and thrive in a culture that's supportive, chill, and driven by real collaboration. Ready to be part of a team that values your voice and your hustle? Come join us, and let's make things happen Grow with GBSS, where your potential meets opportunity.

What You'll Be Doing

• Provide post-settlement support to customers, brokers, and internal staff.
• Process loan administration requests including payouts, statements, amortisation schedules, direct debits, and variations.
• Manage end-of-loan activities such as discharges, termination notices, and asset/security substitutions.
• Respond to liquidation notices, credit reference requests, and handle customer disputes.
• Ensure compliance with company standards and deliver accurate, timely service across all post-settlement activities.

About You

• At least 2 years' experience in financial services, with a strong background in Australian mortgage
• Familiar with post-settlement processes; knowledge of discharges and retention is a plus
• Strong communication skills, both written and spoken.
• Good attention to detail with accurate data entry skills.
• Able to work independently and as part of a team.

Why Join Us?

• HMO Benefit + free dependent
• Leave accrual upon hiring
• Wellness perks
• Specific client-initiated benefits

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Benefits:

• Health insurance

Ability to commute/relocate:

• Taguig: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: In person

JOB DESCRIPTION

Join our team and make a significant impact on our lending services as a Loan Origination Specialist IV. Be at the heart of a collaborative environment that values critical thinking, innovation, and professional growth. Unlock your potential by leveraging your expertise to solve complex problems and support the success of our clients and business.

As a Loan Origination Specialist IV within JPMorgan Chase, you will play a key role in the loan origination process, ensuring accurate documentation and smooth transaction closings. You will collaborate with clients and stakeholders to meet credit and asset conditions, resolve non-routine issues, and contribute to process improvements. Your work will directly impact client satisfaction and the efficiency of our lending operations.

Job responsibilities:

• Facilitate documentation and transaction closing by preparing and dispatching accurate documentation packages.
• Collaborate with clients to manage expectations and ensure compliance with lending standards.
• Resolve non-routine issues using strong problem-solving skills and knowledge of lending policies.
• Participate in projects to improve loan origination processes and enhance operational efficiency.
• Engage with stakeholders to optimize workflows and ensure regulatory compliance.
• Attest to and correct quality errors and service level breaches in a timely manner.
• Escalate urgent requests as needed to meet customer expectations.
• Maintain up-to-date knowledge of systems and procedural changes to support deal setup and funding activities.
• Demonstrate adaptability and continuous learning in a dynamic environment.
• Manage time effectively to ensure efficient workflow and task prioritization.
• Produce high-quality, accurate work with minimal errors.

Required qualifications, capabilities, and skills:

• Demonstrated knowledge of loan origination processes and procedures.
• Strong conflict management, listening, and questioning skills.
• Critical thinking and problem-solving abilities.
• Proven relationship-building and stakeholder management skills.
• Effective communication and analytical skills.
• High attention to detail and accuracy in deliverables.
• Ability to maintain high performance during peak periods.
• Commitment to producing quality work with minimal errors.
• Strong organizational and time management skills.

Preferred qualifications, capabilities, and skills:

• Experience mentoring junior team members.
• Market product knowledge relevant to lending services.
• Experience managing change initiatives in lending operations.
• Ability to drive continuous improvement and process automation.
• Familiarity with strategic planning in loan origination.

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

ABOUT THE TEAM

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Company Description

Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia's original and #1 digital mortgage brand - and the iconic Aussie franchise.

Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer's agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group's loan book is more than $100b and it was named Australia's Aggregator of the Year for 2024.

Why Join Us?

• Innovation at Our Core– We challenge the status quo and push boundaries to create better solutions.
• Work with the Best– Collaborate with some of the brightest minds in fintech, financial services, and strategy.
• Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
• Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.

Job Description

In the role of Loan Servicing and Customer Experience Manager you'll lead team members responsible for delivering sales support regarding Aussie Select to brokers and delivering post-settlement support to Aussie Select customers. You are responsible for metrics used to measure the performance of this team, and engagement with internal and external stakeholders.

Responsibilities

• Lead, support, mentor, and coach a high-performing team across loan servicing and customer service functions to meet service level agreements (SLAs) and key performance indicators (KPIs).

• Drive team engagement, productivity, and customer satisfaction through effective leadership and communication.

• Recruit, train, and develop team members to enhance their skills, foster a positive culture, and ensure operational excellence.

• Oversee team rostering, workforce planning, and reporting to align resources with servicing and customer support demands.

• Address performance issues promptly and support team members to achieve their full potential.

• Ensure the seamless handling of loan servicing and customer inquiries, escalations, and requests across phone queues and multiple communication channels, meeting or exceeding SLAs.

• Guide the team in managing objections, complaints, and complex requests such as discharges, consents, statements, file requests, and internet banking support.

• Oversee the processing tasks in an omni-channel environment and ensure operational accuracy and efficiency.

• Collaborate with internal and external stakeholders to resolve complex issues and deliver high-quality outcomes for customers.

• Lead initiatives to optimise processes, improve service delivery, and enhance the overall customer experience.

• Foster a strong culture of risk management and compliance within the team, ensuring alignment with company policies and regulatory requirements, including NCCP regulations.

• Conduct regular quality assurance reviews to monitor compliance and performance, using insights to drive continuous improvement.

• Drive the adoption of new technologies, tools, and processes to optimise service delivery and team efficiency.

• Manage escalated loan servicing and customer service issues, ensuring timely and effective resolution.

• Prepare and present performance reports to key stakeholders, providing actionable insights and recommendations.

• Perform other duties as required by senior leadership.

Qualifications

• 5+ years of experience in customer service, with a strong focus on project management, change management, and team leadership, preferably within the Australian financial services or mortgage industry.
• At least 2 years demonstrated experience in leading teams through restructuring, transformation, change and turnaround initiatives.

• Proven ability to align team operations with agile methodologies and drive continuous improvement.

• Strong understanding of the Australian home loan industry, including mortgage products, processes, and compliance (highly preferred but not required)

• Advanced proficiency in Microsoft Office (Excel, Outlook, Word) and experience with CRM and telephony systems.

• Exceptional leadership skills focused on driving change, motivating teams, and managing complex transitions while maintaining a culture of psychological safety.

• Strong project management and problem-solving abilities, particularly in navigating team restructuring and process optimisation.

• Excellent communication, relationship-building, and stakeholder management skills.

• High level of adaptability, with a proactive attitude towards continuous learning and embracing change.

• Strategic thinker with the ability to translate high-level goals into actionable plans.

• Attention to detail and strong analytical skills to leverage data insights for decision-making.

• Must be currently residing in the Greater Manila Area (Metro Manila + Neighbouring provinces)

Successful candidates must have a stable postpaid internet connection and a quiet, dedicated workspace at home with appropriate furniture (desk and office chair)

Additional information

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least once a month.
• Holistic wellbeing programs offering 24/7 support
• Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1.
• Access to 25 days of leave, made up of 20 vacation days and 5 sick days.
• Monthly internet subsidy to help you stay productive at home.
• Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
• Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG.

Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.

We're committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that's transforming the homeownership journey.

Ready to contribute to Lendi Group's next chapter? Apply now and be part of something big

Company Description
Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia's original and #1 digital mortgage brand - and the iconic Aussie franchise.

Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer's agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group's loan book is more than $100b and it was named Australia's Aggregator of the Year for 2024.

Why Join Us?

• Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions.
• Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy.
• Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
• Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.

Job Description
Summary & Purpose
In the role of Loan Servicing and Customer Experience Manager you'll lead team members responsible for delivering sales support regarding Aussie Select to brokers and delivering post-settlement support to Aussie Select customers. You are responsible for metrics used to measure the performance of this team, and engagement with internal and external stakeholders.

Responsibilities

• Lead, support, mentor, and coach a high-performing team across loan servicing and customer service functions to meet service level agreements (SLAs) and key performance indicators (KPIs).
• Drive team engagement, productivity, and customer satisfaction through effective leadership and communication.
• Recruit, train, and develop team members to enhance their skills, foster a positive culture, and ensure operational excellence.
• Oversee team rostering, workforce planning, and reporting to align resources with servicing and customer support demands.
• Address performance issues promptly and support team members to achieve their full potential.
• Ensure the seamless handling of loan servicing and customer inquiries, escalations, and requests across phone queues and multiple communication channels, meeting or exceeding SLAs.
• Guide the team in managing objections, complaints, and complex requests such as discharges, consents, statements, file requests, and internet banking support.
• Oversee the processing tasks in an omni-channel environment and ensure operational accuracy and efficiency.
• Collaborate with internal and external stakeholders to resolve complex issues and deliver high-quality outcomes for customers.
• Lead initiatives to optimise processes, improve service delivery, and enhance the overall customer experience.
• Foster a strong culture of risk management and compliance within the team, ensuring alignment with company policies and regulatory requirements, including NCCP regulations.
• Conduct regular quality assurance reviews to monitor compliance and performance, using insights to drive continuous improvement.
• Drive the adoption of new technologies, tools, and processes to optimise service delivery and team efficiency.
• Manage escalated loan servicing and customer service issues, ensuring timely and effective resolution.
• Prepare and present performance reports to key stakeholders, providing actionable insights and recommendations.
• Perform other duties as required by senior leadership.

Qualifications

• 5+ years of experience in customer service, with a strong focus on project management, change management, and team leadership, preferably within the Australian financial services or mortgage industry.
• At least 2 years demonstrated experience in leading teams through restructuring, transformation, change and turnaround initiatives.
• Proven ability to align team operations with agile methodologies and drive continuous improvement.
• Strong understanding of the Australian home loan industry, including mortgage products, processes, and compliance (highly preferred but not required)
• Advanced proficiency in Microsoft Office (Excel, Outlook, Word) and experience with CRM and telephony systems.
• Exceptional leadership skills focused on driving change, motivating teams, and managing complex transitions while maintaining a culture of psychological safety.
• Strong project management and problem-solving abilities, particularly in navigating team restructuring and process optimisation.
• Excellent communication, relationship-building, and stakeholder management skills.
• High level of adaptability, with a proactive attitude towards continuous learning and embracing change.
• Strategic thinker with the ability to translate high-level goals into actionable plans.
• Attention to detail and strong analytical skills to leverage data insights for decision-making.
• Must be currently residing in the Greater Manila Area (Metro Manila + Neighbouring provinces)

Successful candidates must have a stable postpaid internet connection and a quiet, dedicated workspace at home with appropriate furniture (desk and office chair)

Additional Information
Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

Benefits
We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least once a month.
• Holistic wellbeing programs offering 24/7 support
• Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1.
• Access to 25 days of leave, made up of 20 vacation days and 5 sick days.
• Monthly internet subsidy to help you stay productive at home.
• Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
• Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG.

Our culture is guided by our three core values:
We Are Stronger United; Act Like You Own It; and Keep Home Loans Human.
These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.

We're committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that's transforming the homeownership journey.

Ready to contribute to Lendi Group's next chapter? Apply now and be part of something big

JOB DESCRIPTION

Are you a strong and experienced individual in the bookkeeping / accounting industry who loves numbers and is looking for a hybrid role at a leading global financial services firm?

As a Loan Servicing Specialist within the Dealer Services Floorplan Operations team, you are responsible for processing auto dealer floorplan loans, payments, and offset equity transactions into the Dealer Floor Plan System. You will prepare, balance, and input general ledger accounting entries into the MITS, ACH, and Wire system(s). Duties may include, but are not limited to reviewing, processing, and maintaining dealer floorplan documents as well as providing input or monetary and non-monetary account transactions / adjustments. If you are an experienced and execution promoten team member, who has the ability and acumen to provide quality customer service, accurate data entry of new loans, advances, payments, and general ledger items while servicing auto dealership floorplan loans, this is the role for you.

Job Responsibilities:

• Perform timely and accurate system input of new loans and loan payments which includes analysis to ensure proper payment application and ensure adequate availability to support advance and funds disbursements
• Balance daily work leveraging standard Accounting practices
• Answer customer service calls, research and respond to inquiries and requests for information, and resolves problems and complaints
• Adapt and be flexible in assisting with special projects and assignments as needed
• Adapt to change and manage multiple priorities and meet strict deadlines
• Assist borrowers with web registration
• Provides prompt, courteous and excellent customer service to internal and external clients

Required Qualifications, Capabilities, and Skills:

• Must be willing to work in a fast-paced, heavy volume environment. Volume fluctuates
• Strong organizational, prioritization, and communication skills, both written and verbal
• Ability to multi-task: typing while reading, viewing multiple screens and systems, keeping up to date with new procedures, and tracking all items processed
• Must have strong problem solving, research, analytical, and decision making skills while also applying effective deduction skills
• Strong interpersonal and computer skills, accuracy with numbers, and attention to detail essential including working knowledge of Microsoft Office products
• Must have excellent attendance
• May require 10-key and/or data entry testing

Preferred Qualifications, Capabilities, and Skills:

• Attention to detail and general loan accounting skills a must. Accounting, Math and/or Financial college coursework a plus
• Proficient in 10-key and data entry ensuring accurate posting of the transactions
• Strong knowledge of Banking Industry business structures a must
• Prior Auto Servicing experience desirable

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

ABOUT THE TEAM

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

The Role

As a Loan and Trade Servicing Account Officer, you will ensure that the unit meets its strategic objectives and aligned with segment's target operating model on customer support infrastructure.

You will also manage the daily operation of the unit and overseas the resource allocation and workflow of all support activities including:

• Ensures the unit meet its service level agreement with both customers and internal units
• Pre-booking review and processing of all approved / documented business loan applications
• Ensures credit proposal for line renewals or line increase/decrease are complete on-time

How you'll contribute

• Resolve complex customer request or complaints in coordination with other internal units of the Bank.Coordinate and solve technical and transformation issue
• Responsible for KRA-setting and ensure that the team exceed the minimum KPI/KRA on a periodic basis
• Shall function as a workforce manager responsible to all facets of the unit. Manages teams of employees who specializes in credit and customer management. He/She shall focus on recruitment activities, the creation and management of performance reviews, capacity, and succession planning activities, as well as employee motivation.

• Manages and oversees team's day-to-day operations including:

• Ensures the unit meet its service level agreement with both customers and internal units

• All pre-booking and loan booking policy and guideline are complied
• No expired lines. All credit proposal for line renewals is processed on-time
• Maturing loans are renewed/extended on-time or fully paid by the borrower
• Borrower's request for line increase/decrease are processed per SLA
• Monthly statement of account is processed and delivered on-time to the borrower
• Manage reported documentary deficiencies of the borrower

• Shall closely coordinate with the following units to support unit's day-to-day operation:

• Sales

• Branch
• Retail Credit Operations Division
• Corporate and Consumer Loans Division
• Risk Management Group (credit and operational risk)
• Collection Division
• Legal Division
• Analytics and Reporting Division
• Establish internal guideline for the unit and shall be embodied on segments' operation manual
• Builds a collaborative culture across the team that encourages innovation for persistent improvement.
• Coordinates with Human Resources Management Group (HRMG) for personnel recruitment, training and development and retention through bonus and incentive schemes. Provide inputs in staff recruitment and performance appraisal.
• Participates in development and management of unit budget
• Ensures completion of goals and objectives and meeting of deadlines
• Develops plans to achieve short-term team goals and complete assigned project

What we're looking for

• Bachelor's degree in Industrial, Business Studies/Administration/ Management, Engineering, Information and Communication Technology, Computer Science with units on Project Management
• At least 5 years' experience as relationship manager, account officer, or credit manager for any loan related products (ex. corporate, retail, BUSINESS BANKING)
• Preferably with people management experience
• Strong loan and credit background
• Strong client-facing and excellent customer service and communication skills
• Working knowledge of loan origination software, databases, and tools. This includes but not limited to Office365, LOS, CRM, and Core Banking (Deposit, Loans, etc.) facilities.
• Able to bring in past experiences with less handholding, supervision or training required
• Able to engage stakeholders and garner their support by obtaining the necessary information and resources to ensure efficient customer service delivery
• Fully oriented in customer servicing and superb quality orientation

About Security Bank

Security Bank is one of the Philippines' best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes' World's Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): "YOU matter."

Start your BetterBanking career with us today.

The Role
As a
Loan and Trade Servicing Account Officer,
you will ensure that the unit meets its strategic objectives and aligned with segment's target operating model on customer support infrastructure.

You will also manage the daily operation of the unit and overseas the resource allocation and workflow of all support activities including:

• Ensures the unit meet its service level agreement with both customers and internal units
• Pre-booking review and processing of all approved / documented business loan applications
• Ensures credit proposal for line renewals or line increase/decrease are complete on-time

How You'll Contribute

• Resolve complex customer request or complaints in coordination with other internal units of the Bank.Coordinate and solve technical and transformation issue
• Responsible for KRA-setting and ensure that the team exceed the minimum KPI/KRA on a periodic basis
• Shall function as a workforce manager responsible to all facets of the unit. Manages teams of employees who specializes in credit and customer management. He/She shall focus on recruitment activities, the creation and management of performance reviews, capacity, and succession planning activities, as well as employee motivation.

• Manages and oversees team's day-to-day operations including:

• Ensures the unit meet its service level agreement with both customers and internal units

• All pre-booking and loan booking policy and guideline are complied
• No expired lines. All credit proposal for line renewals is processed on-time
• Maturing loans are renewed/extended on-time or fully paid by the borrower
• Borrower's request for line increase/decrease are processed per SLA
• Monthly statement of account is processed and delivered on-time to the borrower

• Manage reported documentary deficiencies of the borrower

• Shall closely coordinate with the following units to support unit's day-to-day operation:

• Sales

• Branch
• Retail Credit Operations Division
• Corporate and Consumer Loans Division
• Risk Management Group (credit and operational risk)
• Collection Division
• Legal Division

• Analytics and Reporting Division

• Establish internal guideline for the unit and shall be embodied on segments' operation manual

• Builds a collaborative culture across the team that encourages innovation for persistent improvement.
• Coordinates with Human Resources Management Group (HRMG) for personnel recruitment, training and development and retention through bonus and incentive schemes. Provide inputs in staff recruitment and performance appraisal.
• Participates in development and management of unit budget
• Ensures completion of goals and objectives and meeting of deadlines
• Develops plans to achieve short-term team goals and complete assigned project

What We're Looking For

• Bachelor's degree in Industrial, Business Studies/Administration/ Management, Engineering, Information and Communication Technology, Computer Science with units on Project Management
• At least 5 years' experience as relationship manager, account officer, or credit manager for any loan related products (ex. corporate, retail, BUSINESS BANKING)
• Preferably with people management experience
• Strong loan and credit background
• Strong client-facing and excellent customer service and communication skills
• Working knowledge of loan origination software, databases, and tools. This includes but not limited to Office365, LOS, CRM, and Core Banking (Deposit, Loans, etc.) facilities.
• Able to bring in past experiences with less handholding, supervision or training required
• Able to engage stakeholders and garner their support by obtaining the necessary information and resources to ensure efficient customer service delivery
• Fully oriented in customer servicing and superb quality orientation

About Security Bank
Security Bank is one of the Philippines' best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes' World's Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): "YOU matter."

Start your BetterBanking career with us today.

Manage a team of representatives (managing emails, chats and calls) and drive overall performance for his/her team. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion. Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance. Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationship with the clients.

• Job Description: Minimum of 3 years total Customer service experience in Business Process Off-shoring
• Candidates should have at least two years of supervisory experience
• Must possess strong decision making and accountability skills
• Knowledgeable of best practices within a service-oriented sales environment
• Demonstrated ability to achieve sales goals through the management of individual performance objectives
• Must be comfortable in a sales environment and possess the ability to overcome objections
• Strong training and presentation skills

• Must be effective while working both individually and as part of a team

• Responsibilities: Manage a team of executives managing calls, chats and emails (member services) and be directly responsible for team performance. Lead, motivate and mentor the team and flawlessly execute action plans to ensure the highest level of performance delivery with standard quality is met

• Takes escalation cases and develops excellent rapport with members as required and solves problems
• Conduct one-on-one reviews/coaching, feedback, and counseling with the executives on techniques and methodologies, communication, and strategies to meet and exceed performance goals
• Maintain quality standards and deliver on accuracy/compliance targets, handle and manage customer and client escalations
• Monitor calls and email transactions on an ongoing basis and take corrective steps whenever necessary
• Identify opportunities to improve agent performance and create actionable plans that drive results
• Work cross-functionally with other departments within the client organization in order to identify obstacles in quality and streamline processes wherever possible
• Keep the team aware of all the information related to products, procedures, customer needs and company related issues, changes or actions.
• Provide support to the Operations Leader on special duties and other duties as assigned/delegated.
• Coordinate available resources and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards.
• Liaise with internal and external customers on a wide range of information regarding issues, complaints and requests for information or advice.
• Keep senior management informed on reports/results and forecast
• Assist new hires and ensure that they are brought up to speed within the shortest possible time
• Provide complete support (Administrative, process specific etc.) to the team members to perform their duties effectively
• Ensure employee satisfaction, foster a competitive spirit amongst the team
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Effectively manage queue and balancing of work loads

Qualifications: Manage a team of representatives (managing emails, chats and calls) and drive overall performance for his/her team. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion. Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance. Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationship with the clients.