Customer Experience Officer

Role Summary: 

The Customer Experience Officer is responsible for managing client interactions across multiple digital platforms including GCash, Maya, Seedbox (UITF), and ATRAM Direct accounts. The role handles client inquiries through phone, email, and social media, coordinating with appropriate business units to resolve concerns. Additionally, the position ensures compliance with AML requirements and regulatory standards for all client accounts, supporting seamless customer service delivery and operational excellence within the Channel Management Group.

What Business Outcomes the Role is Responsible for

Client Experience & Satisfaction: Achieve high client satisfaction by ensuring timely resolution of concerns—simple issues within 5 banking days and complex issues within 45 banking days—resulting in improved client retention and loyalty across GCash, Maya, Seedbox (UITF), and ATRAM Direct platforms.

Regulatory Compliance & Risk Mitigation: Maintain 100% compliance with AML requirements and regulatory standards, minimizing organizational risk exposure and ensuring successful audit outcomes for both internal and BSP reviews.

Operational Excellence & Service Delivery: Drive seamless account onboarding and transaction processing within established cut-offs, ensuring accurate and timely delivery of NAV reports, marketing materials, and compliance submissions to support business growth and partner confidence.

What we’re looking for in a successful candidate

Educational Background:Possesses at least a Bachelor's/College Degree related to banking and/or financial services.

Relevant Experience:One (1) to three (3) years of work experience in asset management or a similar field, with knowledge in investment funds and a background in customer service.

Licensing Requirements:MF, UITF, and PERA licensed, or required to take licensing upon hiring