Customer Relations Internal Officer

Job title: Customer Relations Internal Officer

Company:


Job description: Job Title: Account Management Officer Division: Customer Care Department: Account Services Reports to (Position of Immediate Superior): Assistant Manager, Account Management Supervises (Positions of Subordinates): Account Management Specialist Primary Job Responsibility Accountable for providing support to the Direct Clients, Brokers and Agents. Supervises Both Processes And People Process responsibilities include activities such as: Work Unit Planning and Implementation Task Assignment and Scheduling Budget Allocation and Control Problem-solving and Decision-making Monitoring and Evaluating Results Escalating issues and/or risks People responsibilities include activities such as: Developing Team and Individual Skills and Capabilities Mentoring, Coaching and Job-shadowing Engaging and Motivating employees Rating Performance Review Monitoring and providing feedback on day-to-day performance Counseling and carrying out Disciplinary Activity I. Job Description Duties and Responsibilities done at PERIODIC or REGULAR Intervals Reviews and endorses for approval of Immediate Superior the Leave of Absence applications, overtime, cash-related transactions, and business correspondences Screens assess and processes availment cases based on procedures and benefit applications and guidelines. Screens, validates and asses escalated cases of member availments based on the set approval limits and guidelines. Escalate granting of approvals beyond his authorized limit. Reviews, monitors and ensures completeness and timely update on Membership movements and timely response to Clients’ requests Plans, monitors and evaluates Team performance in adherence to the turn-around-time (TAT) ensuring Client satisfaction Collates data, analyzes and validates accuracy and completeness of the required reports prepared by Staff before endorsement to Immediate Superior or requesting parties Reviews and ensures all submitted reports are quality compliant Plans, monitors, and evaluates Team’s performance in achieving target, KRAs and KPIs. Ensure timely implementation of performance feedback Duties and Responsibilities done at IRREGULAR or INTERMITTENT Intervals Provides administrative support in the implementation of the Account Retention Program and activities in collaboration with the Sale team and other support group/internal teams. Collaborates with Sales Team during Client visits to address concerns for maintenance and strengthening of Client relationship Reviews, analyzes and recommends options to Immediate Superior in addressing operational issues Reviews and elevates critical concerns, cases and special requests to Immediate Superior for disposition; responds to inquiries and concerns of Clients Monitors and reviews performance, trains and coaches Staff on Sales-related functions STANDARD RESPONSIBILITY STATEMENTS Strives to embody, commits to support and deliver the quality policy, objectives and initiatives of the organization; Communicates, engages, directs and supports people to contribute to the QMS effectiveness; Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met; Abides by the QMS policies and procedures for the effective management and control of its processes; and Promotes and utilizes the Process Approach and Risk-based Thinking at work. Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR II. JOB SPECIFICATIONS SKILLS EDUCATIONAL REQUIREMENT MINIMUM Educational Level And Background Required By This POSITION College Graduate of 4, 5 year-course, preferably: Business or Any 4 year course EXPERIENCE AND TRAINING PERIOD OF TIME OR LENGTH of related experience the CANDIDATE must acquire before being assigned to and perform the functions of this job, SATISFACTORILY under NORMAL supervision: One year – Less than 3 years SKILLS REQUIREMENT Skilled or specialized: proficiency is gained thru wide experience in a SPECIALIZED or TECHNICAL area RESPONSIBILITY ACCOUNTABILITY – ASSETS, CASH, EQUIPMENT Value or worth of company assets (cash, checks, financial instruments, investments, tools, materials, machinery, equipment, and supplies) this POSITION is accountable for: Small below P500, 000 Specify Assets, Cash And Equipment Directly Accounted For Laptop, Mobile Phone, Cash ACCOUNTABILITY – RECORDS AND DOCUMENTS Level of CONFIDENTIALITY AND IMPORTANCE of the information, records, reports, and documents prepared, maintained, has access to, and handled by this POSITION Critical, Operational – Only identified and selected individuals are given privilege of knowing contents of any documents; disclosure may have an APPRECIABLE EFFECT on the company Records And Documents Directly Accounted For Shared Documents NEED FOR SUPERVISION EXTENT of work supervised or managed by the Immediate Superior, whether the job is limited or diversified; quantify range of activities, VARIETY of tasks to be carried out, and the DIVERSITY of the problem to be solved Follows established procedures generally; refer only unusual cases to superior PEOPLE MANAGEMENT Number of subordinates this POSITION DIRECTLY supervise 1 to 3 subordinates CONTACTS – INTERNAL AND EXTERNAL EXTENT the work required in making personal contacts inside and outside of the organization, level of importance of contacts; FREQUENCY they are made; LEVEL OR DEGREE they involve exchanging information, dealing with people, exerting influence, persuading them to take action, etc. Localized, Routine EFFORT PHYSICAL EFFORT USUAL POSITION at work of this JOB considering energy needed and exerted to satisfactorily perform the job Sitting, talking and/or walking are done in intervals, in combination or alternately MENTAL EFFORT AMOUNT OF THINKING to analyze problems; develop and evaluate solutions to given problems Standardized – Job encompasses SEVERAL areas; solution to the problem is READILY APPARENT In differing situations requiring search for solutions within area of learned things WORK CONDITIONS JOB ENVIRONMENT STATE of surrounding and physical conditions under which the JOB must be satisfactorily accomplished Comfortable MOST OF THE TIME In An Air-conditioned, well-lighted, clean, quiet, conducive room

Expected salary:

Location: Central Visayas

Job date: Thu, 01 May 2025 22:51:25 GMT

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