About this role
<p style="text-align:justify;margin:0.0in 0.0in 10.0pt;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif;color:#3498db">Be #InGoodHands with Metrobank!</span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!</span></p> <p style="margin:0.0in 0.0in 9.75pt;text-align:justify;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 9.75pt;text-align:justify;line-height:normal;background-color:white;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Position Title: </span></strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:black"> Fraud Operations Officer</span></p> <p style="line-height:normal;background-color:white;margin:0.0in 0.0in 10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Job Summary</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Fraud Operations Officers shall provide customer service by responding to the inquiries and resolving requests and complaints of the customers via phone.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"> </li> </ul> <p style="line-height:normal;background-color:white;margin:0.0in 0.0in 10.0pt;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Specific Duties & Responsibilities</span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Provides world-class customer service</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Responds to customer queries and requests made via phone and provides satisfying solutions to concerns regarding Fraud related transactions</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Ensures that the prescribed targets (Service Level Agreement, Answered Calls, Average Handling Time, Abandonment Rate) are achieved</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Acknowledges and ensures correctness of endorsed cases for investigation.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Escalates customer inquiries and requests that are not immediately resolved</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Completes daily call logs and call reports</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Recognizes, documents and alerts the Fraud Operations Department Head of trends in customer calls</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Recommends and initiates process improvements </span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Performs other related function that may be assigned from time to time by the FOD Head.</span></li> </ul> <p style="margin:0.0in;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Qualifications:</span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif"> </span></strong></p> <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Bachelor’s Degree holder; preferably graduate of a business course.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">1 - 2 years work experience in the banking industry primarily in Fraud Management or Customer Service.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Must be willing to work onsite 100%</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Must willing to do shifting schedule including morning, mid-day, nightshift, graveyard, weekend, and holidays.</span></li> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Must be willing to render over time</span></li> </ul> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="margin:0.0in 0.0in 0.0in 0.5in;text-align:justify;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> </p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Other Details:</span></strong></p> <p style="text-align:justify;margin:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;font-family:Arial, sans-serif;color:#3498db">Rank:</span></strong><span style="font-size:10.0pt;font-family:Arial, sans-serif"> Junior Officer</span></p> <p style="margin:3.0pt 0.0in 10.0pt;text-align:justify;vertical-align:middle;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif;color:#3498db">Unit:</span></strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif"> <span style="color:black">Consumer Business Sector / Credit Operations Group / Authorizations, Fraud and Chargeback Department</span></span></p> <p style="margin:0.0in 0.0in 10.0pt;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif;color:#3498db">Location:</span></strong><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif;color:#222222"> </span><span style="font-size:10.0pt;line-height:115%;font-family:Arial, sans-serif"> Pasay City </span></p>