Client Service Voice Support/Wealth & Banking Service Associate

Core Profile:

Candidates should ideally demonstrate experience in at least several of the following:
• Acquiring and managing retail banking clients
• Generating deposits or CASA
• Cross-selling loans, cards, insurance, investments, or other banking products
• Managing and growing a client portfolio
• Supporting branch sales and revenue targets
• Building long-term client relationships
• Delivering consultative and customer-focused service

Acceptable Adjacent Titles
Please source beyond the exact title and include:
• Relationship Manager or Officer
• Relationship Associate
• Business Relationship Officer
• Personal Banker
• Priority or Premier Relationship Manager
• Branch Sales Officer or Associate
• New Accounts Officer
• Sales and Service Officer
• Client Relationship Officer


Target Market
The recommended sourcing sequence is:
• UnionBank
• EastWest Bank
• Security Bank
• RCBC
• BPI
• Metrobank
• BDO
• HSBC, on a selective basis


OVERALL PURPOSE: As an integral part of the Wealth Advisors in-market team, the Wealth Solutions Center Service Specialist is dedicated to delivering superior service and problem-resolution experience to assigned bank clients. This role leverages virtual communication channels such as phone, email, and chat.
NOTE: The profile should be assessed based on relevant experience and transferable skills, not only the candidate’s current job title.

SKILLS AND QUALIFICATIONS:

• 2 to 3 years of relevant experience
• Client service experience in Wealth Management, Banking, or Investment
• Voice proficiency at least B2
• With voice CSR + Retail Banking Combo skills

RESPONSIBILITIES:

• Serve as the primary point of contact for service and problem resolution for Wealth clients and advisors via phone and electronic service requests.
• Develop a thorough understanding of all banking products, processes, and programs, staying updated on any changes.
• Provide tailored solutions for clients with complex financial needs while adhering to branch operations manuals, audit requirements, and regulatory frameworks.
• Build and maintain professional, ongoing relationships with Wealth advisors and internal partners to address client needs effectively
• Handle day-to-day transactional needs for assigned Wealth clients with a focus on efficiency and accuracy, ensuring service level agreements are met (e.g., transfers, overdrafts).
• Facilitate wire agreements and process time-sensitive wire requests for Wealth clients, ensuring high attention to detail and accuracy in execution.
• Accurately document client interactions and resolutions in CRM/Salesforce.com.
• Consistently meet required performance standards, including quality, productivity, and behavioral expectations.
• Support the Wealth division in achieving target Client Service Measurement (CSM) scores.
• Work a flexible schedule as needed, including shifts between Monday and Friday (8 AM to 8 PM) and Saturday (8 AM to 5 PM), with a day off during the week when working a Saturday shift.
• Perform other duties as assigned.

Additional Information:
• Open to applicants who are currently in the Philippines and already have the right to live and work in this country are eligible for this role

RECRUITMENT PROCESS:

• Screening with CV Reviewer
• Endorse for Validation and further CV screening through Workday, along with the HRI toolkit, FCV, and CV
• For review with the client


Kindly answer the Pre-screening questions and send as comment while applying
PRE-SCREENING QUESTIONS:

• How many years of relevant client service experience (voice account) do you have in banking, financial services, or wealth management?
• Do you have experience in retail banking or wealth platforms?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to working on an onsite setup with a night shift schedule in Taguig?
• When are you available to start once hired?