You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job Purpose  

This position is responsible for answering all types of shares services telephone inquiries accurately and courteously using the various Call Center systems.

Major Accountabilities

Answers all type s of inquiries of clients’ shared services telephone inquiries in a timely, accurate and courteous manner Resolves Call Center technology-related inquiries, generates T-PIN/M-PIN requests, validates Sun Link online and SMS registration/resets passwords and facilitates loan processing. Responds to clients’ requests and facilitates resolution of their complaints Provides excellent “front-line” service over the telephone Logs all calls in the Customer Relationship Management (CRM) system accurately, completely, concisely within 24 hours and immediately refers cases or requests beyond scope to the appropriate section/staff Monitors unresolved/ not updated referred CRM cases/requests; coordinates with back-end support unit all requests and adjustments of clients records and updates CRM Service Requests (SR) until resolved based on agreed turnaround time Prepares and issues various written correspondence and facilitates clients’ requests for computation using specified worksheets Prepares daily and weekly fulfillment reports accurately based on agreed turnaround time

Specialized Knowledge/Skills  

Core Professional/Technical Competencies Required

Abilities:

• With typing speed of at least 53 wpm

Knowledge:

• Knowledge and understanding of call center technology such as automatic call distributor (ACD), Interactive Voice Response (IVR) systems, Call Management System (CMS), CRM, CTI and other specialized customer service/call center software program.

Core Soft/Transferable Competencies

• Average oral and written communication skills
• Must have very pleasing voice and excellent communication, interpersonal, organization and listening skills
• Must be highly customer-oriented and an effective team player with high stress tolerance
• Excellent attendance and punctuality record

Development/Training to support Role Competencies

Relevant Courses-Professional/Technical Competencies

• With an ACS in LOMA
• Must pass the ICRCE Licensing Exam for Mutual Funds

Relevant Courses – Soft/Transferable Competencies

Education and Experience  

Education

Graduate of any 4-year College course

Experience

With at least 1 year experience in any front-line customer service function.

Job Category:

Call Centre

Posting End Date:

30/05/2026