MSME Agent

MSME Agent (Micro, Small and Medium Business Support Agent)

Job Purpose

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 Agent acts as a knowledgeable and reliable point of contact, understands the client’s business context, resolves both standard and complex requests, and coordinates with relevant Bank teams until the issue is fully resolved.

The role combines strong customer support capabilities with knowledge of the local business environment, applicable regulations, and banking products designed for micro and small businesses.

Key Responsibilities

Client Service and Request Management

Handle incoming requests from micro and small business clients through chat, phone, email, and other supported channels.

Provide clear, accurate, and practical guidance based on the client’s business situation.

Take ownership of each request from initial contact through final resolution.

Resolve standard and non-standard requests without unnecessary transfers between teams.

Keep the client informed about progress, expected timelines, required actions, and final outcomes.

Review the complete interaction history before responding and avoid asking clients to repeat information already provided.

Ensure that every client receives professional, personalized, and business-relevant support.

Business Banking Product Support

Provide support and guidance on products and services for micro and small businesses, including:

business accounts;

payments and fund transfers;

cards and expense-management solutions;

merchant and payment-acceptance solutions;

payroll and employee-payment services;

deposits and liquidity-management products;

business loans and other financing solutions;

digital banking tools for business clients.

Explain product conditions, fees, limitations, eligibility criteria, and required documentation in clear and simple language.

Help clients select the appropriate service or solution based on their business needs.

Identify relevant product or service opportunities during client conversations and refer qualified requests to the responsible team where required.

Market and Regulatory Guidance

Maintain a practical understanding of the local micro and small business market and common challenges faced by entrepreneurs.

Understand the basic business lifecycle, including registration, account opening, daily operations, payments, financing, and business growth.

Maintain working knowledge of applicable banking and business regulations affecting micro and small business clients.

Guide clients through Bank requirements related to business registration documents, KYC, AML, authorized representatives, beneficial ownership, account restrictions, and transaction verification.

Clearly distinguish between information the Bank can provide and matters requiring professional legal, tax, or accounting advice.

Keep product and regulatory knowledge current and apply updates correctly in client interactions.

Complex Case Resolution

Investigate complex requests, complaints, failed transactions, account restrictions, payment issues, and other non-standard cases.

Identify the root cause of the issue instead of addressing only its immediate symptoms.

Engage the appropriate Product, Operations, Payments, Compliance, Risk, Fraud, Credit, or Back Office teams.

Coordinate internal actions and follow up until the agreed solution has been implemented.

Remain accountable for client communication even when another team performs the required action.

Escalate unresolved or high-risk cases to the appropriate decision-maker in a timely and structured manner.

Handle dissatisfied clients professionally and apply effective de-escalation techniques.

Proactive Client Support

Anticipate potential client issues based on the client’s situation, transaction history, or upcoming service changes.

Inform clients proactively about relevant requirements, deadlines, restrictions, incidents, or changes that may affect their business.

Look beyond the client’s initial question to identify the complete need and offer an appropriate solution.

Help clients prevent recurring issues by explaining the correct process and available self-service options.

Identify recurring service problems and provide structured feedback to improve products, processes, and agent knowledge.

Suggest improvements to scripts, procedures, FAQs, and internal knowledge-base materials.

Case Documentation and Compliance

Accurately document client requests, actions, internal communications, commitments, and outcomes in the CRM system.

Follow applicable service standards, operating procedures, escalation rules, and regulatory requirements.

Protect confidential client and business information.

Apply data privacy, information security, KYC, AML, fraud-prevention, and transaction-monitoring requirements.

Ensure that no commitment is made outside the Agent’s delegated authority.

Escalate suspected fraud, financial crime, regulatory risk, or data-security incidents immediately.

Decision-Making Authority

The Micro, Small and Medium Business Support Agent is authorized to:

Engage relevant Bank teams to support the resolution of a client request.

Request information, investigation, or action from the responsible internal process owner.

Escalate cases when the standard process does not provide an effective or timely solution.

Select the appropriate resolution path within established procedures and delegated authority.

Recommend service recovery measures and process improvements.

The Agent remains responsible for coordinating the case and communicating the outcome to the client until the request is fully resolved or formally transferred to an authorized case owner.

Required Knowledge and Experience

Experience in customer support, banking operations, financial services, business banking, or a related client-service role.

Strong understanding of customer service principles and end-to-end case ownership.

Knowledge of banking products and services for micro and small businesses.

Understanding of payments, transfers, cards, merchant services, deposits, lending, and digital banking.

Practical understanding of entrepreneurship and the operating needs of small businesses.

Working knowledge of applicable banking, business, KYC, AML, data privacy, and consumer-protection requirements.

Ability to understand business documentation and identify missing or inconsistent information.

Confidence using CRM, ticketing, knowledge-management, and digital communication systems.

Strong written and verbal communication skills in English and Tagalog.

Ability to explain banking and regulatory requirements in clear, client-friendly language.

Core Competencies

End-to-end ownership

Customer and business orientation

Proactive problem-solving

Analytical thinking

Product and market curiosity

Sound judgement

Attention to detail

Effective internal escalation

Stakeholder management

Clear and empathetic communication

Complaint handling and de-escalation

Ability to work under pressure

Continuous learning

Compliance awareness

Key Performance Indicators

Customer Satisfaction Score (CSAT)

First Contact Resolution

Resolution time

First response time

Quality assurance score

Compliance and documentation accuracy

Repeat-contact rate

Complaint resolution quality

Adherence to client commitments

Product and regulatory knowledge assessment

Contribution to process and knowledge-base improvements

Key Working Relationships

Contact Center teams

Business Banking Product teams

Payments and Transaction Operations

Merchant Services

Lending and Credit teams

Operations and Back Office

Compliance, Risk, Fraud,