Helpdesk Analyst (Personal Banking)

Job Description

Position Summary:

• Deliver excellent customer service by identifying client needs and providing accurate banking information
• Handle customer inquiries via phone, email, and in-person with professionalism and efficiency
• Resolve issues using problem-solving, technical reasoning, and sound judgment to ensure satisfaction
• Maintain strong knowledge of banking products, policies, procedures, and systems
• Produce accurate and timely work
• Follow procedures and escalate complex issues appropriately
• Support additional tasks to meet branch and business objectives

Qualifications:

• At least a high school graduate; BPO/customer service experience is an advantage, but career shifters with CSR background are welcome
• Strong English communication skills (written and verbal)
• Detail-oriented with good computer and technical proficiency
• Strong analytical, problem-solving, and process understanding skills
• Proactive, service-minded, and able to multitask effectively
• Strong interpersonal skills, including empathy and clear communication
• Amenable to work 100% onsite in Ortigas

Skills:

• Basic IT troubleshooting and problem-solving skills
• Familiarity with operating systems, hardware, and common software
• Good communication and customer service skills
• Ability to prioritize tasks and manage multiple tickets
• Attention to detail and proper documentation practices
• Willingness to learn and adapt to new tools and technologies