Production Support Agent– Banking & Financial Services

Location: Eton, Quezon City, Philippines
Work Setup: 100% Onsite
Experience: 1–2 Years
Salary: Up to 20% hike from last drawn salary, plus PHP 2,400 allowance, depending on experience
Joining Bonus: PHP 40,000
Maximum Salary Expectation: Candidates asking for more than PHP 50,000 are not eligible
Recruitment Process: SAP Registration followed by Walk-in Interview

Job Summary

We are looking for a customer-focused and detail-oriented Production Operations Associate to support banking and financial services operations for international customers. The ideal candidate should have 1–2 years of experience in US or UK banking and telephony processes, with exposure to banking, collections, fraud, underwriting, payouts, or similar financial services.

The successful candidate will be responsible for handling customer interactions, resolving queries, maintaining accurate records, and ensuring compliance with established process guidelines and service standards.

Key Responsibilities

• Handle customer inquiries and service requests related to banking and financial services.

• Support operations involving banking, collections, fraud prevention, underwriting, payouts, or related financial processes.

• Communicate professionally and confidently with US or UK customers through telephony channels.

• Investigate customer concerns, identify root causes, and provide appropriate resolutions.

• Follow established standard operating procedures, quality guidelines, and compliance requirements.

• Maintain accurate customer information, transaction records, and case documentation.

• Escalate complex issues to the appropriate teams when required.

• Meet defined productivity, quality, customer satisfaction, and service-level targets.

• Protect confidential customer and financial information in accordance with company policies.

• Work collaboratively with team members to ensure smooth and efficient daily operations.

Qualifications and Requirements

• Education: At least Higher Secondary (old curriculum), Senior High School, completion of the second year of college, or a college graduate.

• Experience: 1–2 years of relevant experience in US or UK banking and telephony operations.

• Previous experience in banking, collections, fraud, underwriting, payouts, or similar financial services accounts is required.

• Good problem-solving, analytical, and decision-making skills.

• Strong verbal communication skills with clear, professional, and assertive customer handling.

• Understanding of customer service principles and international customer support.

• Ability to manage customer concerns while maintaining accuracy and professionalism.

• Willingness to work 100% onsite at Eton, Quezon City.

• Flexibility to work in a schedule aligned with international business operations, as required.

Compensation and Benefits

• Salary increase of up to 20% over the candidate's last drawn salary, depending on experience.

• Additional PHP 2,400 allowance, subject to applicable compensation terms.

• PHP 40,000 joining bonus, subject to applicable eligibility and payout conditions.

• Candidates with salary expectations exceeding PHP 50,000 will not be considered.

Recruitment Process

1. Complete SAP registration.

2. Attend the walk-in interview.

3. Complete the required assessment and subsequent hiring formalities, as applicable.

Ideal Candidate Profile

The ideal candidate has prior international banking or financial services experience, strong telephony and customer service skills, sound problem-solving abilities, and the confidence to communicate effectively with US or UK customers in a fast-paced, onsite work environment.