Job Scope

1. Customer Issues & System Support
   1. Provide investigation support, track and monitor of reported customer issues escalated from front-office.
   2. Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
   3. Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and Root Cause Analysis (RCA).
   4. Initiate periodic meetings with technology and business partners to review and follow up on all open production tickets relating to digital channel services.
   5. Collaborate with cross functional technology & business partners to help speed up resolution of complex issues.

1. Servicing & Customer Experience Management
   1. Review customer satisfaction through tracking of support demand, and issue resolution turnaround time
   2. Perform analysis through data collated and identify process improvement or enhancement plans to reduce negative customer impact and improve overall customer satisfaction.
   3. Collaborate with journey owners to resolve identified customer journey gaps.
   4. Drive and execute channel process improvements to achieve operational excellence and better employee journeys.

Job Qualifications

• Degree in Marketing, Banking, Finance or in related discipline
• At least 1 year of experience in product and digital engagement, customer acquisition, or related roles.
• Experience in managing multiple stakeholders that cut across product, partners, technical, operations, regulatory and compliance teams that touches various technical platforms and able to deliver to deadlines.
• Detail-oriented approach to designing customer journeys and experiences.

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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