Calling from the Heart
During the lockdown, BPI phone bankers like Heartee Alfon took hundreds of calls. One of them was life-changing
Words by RHYS BUCCAT
While many were still brewing their first cup of coffee, BPI phone banker Heartee Alfon was already attending to his fifth client. During the lockdown, he answered 50 to 60 calls in a day. Most of these calls were from customers trying to migrate to online banking.
Unfortunately, his sixth call was with an angry customer who crossed the line: “Wala akong pakialam kung may COVID! Gawin ninyo ang request ko!”
Her words stung, and left him feeling numb. He was doing his best to help. Despite the lockdown, he and his colleagues continued to work knowing that people needed phone banking services more during these difficult times. Smarting from the pain, he reminded himself why he was there. “Maraming hindi makalabas ng bahay. We are here to help them para hindi na nila kailangang pumunta sa branch.”
The most important part of his job was to listen to the client, understand the concern, and give the best solution available. Still, he couldn’t deny that the words hurt.
The call of duty
Heartee, 27, was new to the banking industry. A registered radiologic technologist, he used to work in a specialty clinic, but sought a more financially rewarding career. He took the leap upon seeing a Facebook ad that read: Wanted: Phone Banker.
“It was a big adjustment, lalo na’t wala naman akong background sa banking and finance,” he says. “Pero dahil sa mga training na pino-provide ni BPI, unti-unti naman akong nakaka-cope.”
In May 2020, Heartee completed his training at BPI’s South Park headquarters. He had a tough probationary experience, considering the government-mandated lockdown and the skeleton workforce that BPI adopted. With the rising number of confirmed COVID-19 cases in Metro Manila, Heartee’s parents— currently based in Riyadh, Saudi Arabia—advised him to quit the training and just stay at home.
But Heartee explained that he must answer the call of duty. People had been barred from going out of their houses, and depended on phone bankers to handle their banking needs.
“The most important part of his job was to listen to the client. Still, he couldn’t deny that the words hurt”
We can all do our part
Heartee currently lives in Sta. Rosa with his grandparents. His grandma was diagnosed with colon cancer in 2016 and is still undergoing treatment. To reduce his exposure during his work commute, Heartee uses their family car for his daily drive to the BPI office in Alabang.
However, some of Heartee’s workmates who lived in Batangas and Laguna were unable to report to work when public transportation was shut down.
BPI soon arranged a shuttle service for its employees. While this was being finalized, Heartee volunteered to carpool some of his colleagues. He also opened his home to one of his teammates who lived in Sto. Tomas, Batangas.
Carpool karaoke. Heartee and his co-workers enjoy a lighthearted moment during their drive to work.
“Dati, iniisip ko lang na masmalaki ang kita [sa BPI]. Noong nakita ko ‘yong trabaho at nakapag-establish ng rapport at good friendship sa mga katrabaho ko, na-realize ko na dito ko makikita ‘yong wala sa previous work ko ,” he said.
“Very thankful sila dahil araw-araw ko silang sinasakay,” he shared. “Minsan nga, sila na ang nahihiya. Kapag nag-aabot sila ng share, ako talaga ‘yong tumatanggi. Hindi ko naman ginagawa ‘yon to get extra income.”
BPI soon converted some of its training rooms into sleeping quarters for employees who lived far away. According to Heartee, these simple gestures revealed how the company valued its employees. “Yong company nga, ginawa nila ang part nila, ikaw ba hindi mo gagawin ang part mo?” he said. “Hindi sila nagkulang ng support sa amin.”
Support system. The close-knit BPI team are like family, says Heartee. “Na-realize ko na dito ko makikita ‘yong wala sa previous work ko.”
A simple, powerful act of kindness
Heartee was now on his seventh call for the day. Still reeling from his last customer’s rant, he took a deep breath and calmed himself before greeting his next client.
She was a senior citizen who wanted to settle her credit card bills, but didn’t know how to navigate the BPI mobile app. He could hear the anxiety in the client’s voice.
Heartee patiently walked her through the steps. The client calmly followed his instructions and was able to use the app in no time. Before ending the call, the client commended Heartee, then asked him how he was. “Be careful that you don’t get sick. Take your vitamins every day, okay?” she said, her voice filled with grandmotherly concern.
Heartee was struck silent, moved by her unexpected concern and sincerity. Every day, he would ask customers, “How can I help you?” Now, one of them was trying to help him. Her kindness helped him realize the value of his work.
“Ang trabahong ito, hindi lang pansarili. Marami akong taong puwedeng matulungan sa simpleng pagsagot ko sa call at pag-address sa concern nila,” he says. “All of us are affected by this pandemic but a simple act of kindness wouldn’t hurt.” #
PUBLISHED ON JULY 13, 2020
