MSME Agent (Micro, Small and Medium Business Support)

About the role

The Micro, Small and Medium Business Support Agent provides end‑to‑end service support to entrepreneurs and small business clients across the bank’s communication channels. The role combines strong customer support capabilities with knowledge of the local business environment, regulations, and banking products for micro and small businesses.

Key responsibilities

• Handle incoming client requests via chat, phone, email and other channels, providing clear and practical guidance.
• Take ownership of each request from initial contact through final resolution, minimizing unnecessary transfers.
• Support business banking products such as accounts, payments, cards, merchant solutions, payroll, deposits, loans and digital tools.
• Maintain up‑to‑date knowledge of local market challenges, banking regulations, KYC/AML requirements and guide clients accordingly.
• Investigate complex cases, coordinate with internal teams (operations, compliance, risk, fraud, credit) and ensure timely resolution.
• Document all client interactions accurately in the CRM system and adhere to data‑privacy and regulatory standards.

Required profile

• Experience in customer support, banking operations, financial services or related client‑service roles.
• Strong understanding of customer service principles, end‑to‑end case ownership and banking products for micro and small businesses.
• Working knowledge of applicable banking, KYC, AML and data‑privacy regulations.
• Ability to communicate clearly in English and Tagalog.

Required skills

• Proficiency with CRM systems.
• Experience using ticketing and knowledge‑management platforms.
• Familiarity with digital communication tools.