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CAF Customer Service - Specialist I - May 27, 2016

Job Description

As a Customer Service Representative, you will be responsible for collecting on past due amounts in different stages for auto loans, credit cards, overdrawn checking and savings account, and home mortgages. You will be receiving and making calls from/to customers to understand their payment abilities and provide collection related support


·        Will coordinate regularly with operations leadership to fully understand the details of current performance in KPI’s, current trends, and drive performance improvements

·        Will coordinate and oversee new hire floor support including, but not limited to, specialist coaching, team briefings, & coordinating with the training department.

·        Will lead any additional up skill training required by the business for specialists

·        Will identify performance trends of the department, analysis, and recommendations to ensure specialists deliver an exception customer experience. These initiatives will be primarily focused on enhancing customer experience, complaint reduction, and maintaining strong compliance with LOB policy & procedure

·        Will partake in procedures reviews, modification, and execute policy & procedure changes

·        Will support new systems roll out and implement enterprise wide efforts


Must follow IJP process which includes...
All application requirements (including updated resume) should be posted, submitted and completed in the JobConnect tool
Must meet minimum IJP Requirements
At least 12 months in current job and process
Latest Performance Management Central (PMC) rating of at least Meets Expectations
Not within the prescriptive period for attendance and/or  behavioral- related corrective action (written warning and above).
Not  in any Performance Improvement Plan (PIP) at the time of application and prior movement to the role
Minimum skills and qualifications should be met as stated in the job posting


·        Must be willing to work in an environment that requires 100% phone-based customer interaction

·        Must have strong background in Customer Service

·        Background on Auto Industry a plus

·        Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate with 1 year relevant work experience

·        Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred


Req #: 160012095
Location: Taguig City, 00 PH
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: Philippine Peso (PHP)

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