Member Service Officer - Coverage, Contributions, Loans Granting and Repayment, SMEC/Disability,

Retirement/Death/Funeral, and Member Assistance Programs (40%)

Qualifying Conditions/Requirements/Supporting documents

Forms

Contribution Table

Schedule of Payment of contributions/loans and Payment Schemes/Facilities

Duties and responsibilities of employee-members/employer-members/SE/VM

Program updates

Basic information on projects/IT applications or facilities related to the above-mentioned programs

Initiatives to improve frontline servicing

Servicing Branch Policy

Generalist Counter Operations

Reliever System

Interactive Voice Response System

SSS Website

Text SSS

MAC Standards

SSS General Information (35%)

Organizational/Functional Structure

Social Security Act of 1997

Branch types

Definition of Terms (Sec. 8)

Coverage (Secs. 9, 9-A, 10, 11 & 11-A)

Benefits (Secs. 12, 12-A, 12-B, 13, 13-A, 13-B, 14, 14-A & 15)

Contributions (Secs. 18, 19, 19-A, 22 & 22-A)

Employment Records and Reports (Secs. 24 & 24-A)

SSS Financing Method (Actuarial Formula) see p. 139 of Pension Reform: The Philippine Experience written by EVP
Horacio T. Templo

Fundamental Concepts on Customer Service (25%)

SSS Service Framework

Handling Difficult Customers and Complaints

Stress Management

Best Practices in Customer Service

Ways to Satisfy Customers

References:
- Social Security Act of 1997- SSS Guidebook (available at the SSS Intranet)
- SSS Intranet- SSS website (www.sss.gov.ph) Available at the SSS library:
- MAC Standards Manual
- Pension Reform: The Philippine Experience by EVP Horacio Templo
- Documentation of the 1st MSO Forum (three batches)
- CPMD Training Materials on Customer Service

SSS Program for Counter Personnel (Towards Attaining Quality Customer Service), 2005
Customer Relations Enhancement Workshop, 2004

- SSS Service Framework (see presentation of VP Mario R. Sibucao titled Updates on MAC Program in the 1 st MSO
Forum documentation)
- 101 ways to Really Satisfy your Customers by Andrew Griffiths, 2005, Jaico Publishing House