BFS’ new platform of communication called the B-ONLINE Customer Service Desk was in response to the need of BFS clients for a quick, convenient and real-time means of clarifying various issues and concerns about their existing accounts. As the premier special assets management and mortgage servicing company, BFS services both performing and non-performing loans including the Balikatan portfolio with over 52, 000 accounts nationwide. The company’s past efforts of reaching out to clients included setting up offices in provinces, conducting field visits and a communications campaign through post, landline and mobile phones, SMS messages and emails. “We realize that some of our customers do not always have the time and money to bridge the physical distance to see us face to face in our offices. Some are even working abroad as OFWs and it would be too costly for them to reach us to ask questions. BFS wants to make it more convenient for them. Now, all that they have to do is to look for a computer with internet access and possibly, with a webcam, so that they can talk to us in real time,” says Ms. Juno Henares, BFS Corporate Communication Head. Through its online...
1. Visit our offices at 22nd and 24th Floor of the BPI Buendia Center on Sen. Gil Puyat Avenue in Makati, on the 8th Floor of the Insular Life Corporate Center in Alabang, and at Unit 301 at the Plaza De Luisa in Davao City 2. Call us at 750-38-88 or PLDT toll-free outside of Metro Manila and Davao at 1-800-10-2255-BFS. 3. Text us at 0922-999-BFS. Borrowers may also reach us by texting their handling Account Specialist for questions regarding their account. 4. Through the web at www.bfs.com.ph. Contact us real-time online at www.bfs.com.ph and click on B-Online. All borrowers located all over the globe may now simply log on to www.bfs.com.ph and click on the Customer Service Desk...
Balikatan account holders all over the globe may now talk to their assigned Account Specialist on the web real time by logging on to www.bfs.com.ph through B-Online. The B-Online Customer Service Desk is a powerful feature that takes advantage of the increasing internet familiarity and connectivity of Balikatan borrowers. The initial phase of the project is targeted towards clients with their own computers and internet access. Based on the latest website stats, the B-Online page is receiving a daily average of 35 views and 25unique hits. Clients abroad are also taking advantage of this service with web visits from the United States, United Arab Emirates, Oman, Saudi Arabia, Qatar, the Netherlands, Malaysia, Kuwait, United Kingdom and Australia. One B-Online success story hails from Mindanao. Mr. and Mrs. Nalderito Resente of Scions, Iligan City in Mindanao initially thought that resolution was hopeless since Iligan was far from Manila and they did not know how and who to call. Through B-Online, their handling Account Specialist, Bryan Organo, explained the process and counseled them. They were also told not to worry because BFS reduced the interest and penalties and offered them a substantial discount. The Resentes flew from Iligan to...
