RIZZA DIAZ

• Handle the opening of accounts for clients with an approved loan, clients opening an account via an online facility and employees opening checking accounts.
• Responsible for confirming that the opening of accounts is properly reviewed as to completeness and accurateness of details, processed within TAT, properly encoded in the system, and executed 99% error-free.
• Processes account opening requests within the agreed TAT
• Encodes the information in CRM for all accounts opened completely and accurately.
• Review the documents submitted by the Loans Department and/or employee if complete.
• Observe confidentiality of records, reports, and other information through proper filing and safekeeping of documents.

• Do coaching to identify areas where team members need improvement and guides how to improve their performance.
• Provides Junior employees with the skills and knowledge necessary to provide excellent customer service.
• Discuss with agents regarding the team and individual running AHT, Attendance, Quality Scores, work code manual updates and other Key Indicators for a good performance result.
• Give assistance in the absence of Supervisor.
• Often consulted by junior colleagues for guidance and advice related to the process expected to make informed decisions and solve complex problems.
• Has an in-depth and comprehensive understanding of the bank processes which enables to guide other colleagues.

• Handles Bank inbound/outbound calls/emails for client inquiries, requests, and complaints for bank products, loans, and online.
• Escalates issues to supervisor/heads/or appropriate units according to escalation process, policies, and procedures for immediate resolution.
• Ensures that calls/emails/messages and other concerns are handled in a professional, efficient, and timely manner by complying with the policies and guidelines.
• Analyzes the situation through a thorough review of accounts and understanding the root cause to make a sound and logical decision.
• Understands customer's needs and nature of concern through thorough analysis by providing the most suitable approach.
• Assists customers with their inquiries, requests, or complaints by providing timely, accurate, and relevant information within the prescribed turnaround time.
• Complies with policies, procedures, and guidelines across all processes related to job duties.