Senior Client Services Agent
Gratitude IncSenior Client Services Agent
Job Description
Key Skills
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Position Description:
The Client Services Senior Agent plays a critical role in delivering high-quality customer service to clients across diverse platforms. This position primarily supports wealth management services by resolving client concerns, responding to inquiries, and ensuring consistent service excellence. In addition to frontline support, Senior Agents serve as subject-matter experts and mentors, providing floor support through process clarification and reinforcing quality standards.
Your future duties and responsibilities:
. Provide excellent service to Financial Advisors and Clients related to Mutual Funds, Segregated Funds, Educational Plans, and other Specialty Products.
. Respond to client inquiries and concerns related to wealth management via multiple platforms, ensuring timely, accurate, and professional resolutions.
. Assess customer needs by gathering relevant information, conducting research, and applying problem-solving techniques aligned with company processes.
. Accurately document all customer interactions according to quality and compliance standards.
. Provide clear, complete, and client-appropriate information using approved call flows, templates, and system processes, while communicating appropriate options and delivering timely resolutions to address client needs.
. Manage complex or escalated client concerns, utilizing de-escalation techniques and appropriate issue triaging, and promptly escalate out-of-scope issues, ensuring proper documentation and coordination with higher-level support.
Skills:
Active listening&understanding
Agility and Innovation
Business Process Outsourcing
Communication
Continuous Improvement
Customer Service & Support
Detail-oriented
English
Financial Services
Risk management
Security compliancy
Wealth Management
Kindly take note
Pre-screening notes:
• How many years of relevant experience you have with a call center supporting Canadian wealth management?
• Do you already handle inquiries on Mutual Funds, Segregated Funds & more?
•. Do you have ability to handle complex client concerns?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work onsite in Taguig with a Night Shift Schedules?
• When are you available to start once hired?
Role
Customer Service Analyst
Timings
Night Shift (Permanent)
Industry
Other
Work Mode
Work from office
Process
Chat
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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