Title: Client Service Voice Support – Wealth & Banking Service Associate

 Client Service Voice Support – Wealth & Banking Service Associate

Work Location: Taguig, Philippines
Work Setup: 100% Onsite
Work Shift: Night Shift
Salary: Confidential (to be discussed during the job offer)
Headcount: 14
Experience Required: 2–3 years of relevant experience

Job Overview

We are looking for customer-focused professionals with experience in retail banking, wealth management, investment services, or financial services to join our Client Service Voice Support team as Wealth & Banking Service Associates.

The successful candidates will provide high-quality client service and problem resolution to wealth clients and financial advisors through phone, email, and chat. This role requires strong communication skills, knowledge of retail banking products, attention to detail, and the ability to manage client transactions while complying with banking policies and regulatory requirements.

Candidates with a combination of voice-based customer service and retail banking experience are strongly preferred. Applicants will be assessed based on relevant experience and transferable skills rather than their current job title alone.

Key Responsibilities

• Serve as the primary point of contact for wealth clients and advisors, addressing service requests, inquiries, and complex client concerns through voice and electronic channels.

• Deliver personalized, customer-focused solutions to meet clients’ banking and financial service needs.

• Develop and maintain knowledge of banking products, services, processes, and program updates.

• Process day-to-day banking transactions accurately and efficiently, including fund transfers, overdraft-related requests, and other account servicing activities.

• Facilitate wire agreements and process time-sensitive wire transfer requests with accuracy and attention to detail.

• Build and maintain professional relationships with wealth advisors and internal stakeholders to ensure effective client support.

• Follow banking procedures, operational manuals, audit requirements, and applicable regulatory guidelines.

• Document client interactions, service requests, and resolutions accurately in CRM systems, including Salesforce.

• Meet established service-level agreements (SLAs), quality standards, productivity targets, and behavioral expectations.

• Support the Wealth division in achieving Client Service Measurement (CSM) targets and improving client satisfaction.

• Work flexible schedules as required by business operations.

Qualifications and Requirements

• 2–3 years of relevant client service experience in banking, financial services, wealth management, or investment services.

• Experience in voice-based customer service combined with retail banking knowledge is strongly preferred.

• Strong verbal and written English communication skills, with a minimum B2 level of voice proficiency.

• Working knowledge of retail banking products, account servicing, and client relationship management.

• Experience supporting wealth clients, banking platforms, or financial service products is an advantage.

• Strong problem-solving, communication, interpersonal, and customer relationship management skills.

• High attention to detail when handling financial transactions and sensitive client requests.

• Ability to work in a target-driven environment while maintaining service quality and compliance.

• Willingness to work onsite in Taguig on a night-shift schedule.

• Applicants must currently be in the Philippines and have the legal right to live and work in the country.

Preferred Candidate Backgrounds

Candidates from the following roles are encouraged to apply:

• Relationship Manager / Relationship Officer

• Relationship Associate

• Business Relationship Officer

• Personal Banker

• Priority or Premier Relationship Manager

• Branch Sales Officer / Branch Sales Associate

• New Accounts Officer

• Sales and Service Officer

• Client Relationship Officer

• Banking Customer Service Representative

• Wealth Management Service Associate

Candidates with experience in retail client acquisition, deposit generation, CASA, cross-selling banking products, portfolio management, and relationship building are preferred.

Note: Candidates whose experience is primarily in commercial or corporate banking, credit evaluation, commercial lending, or SME portfolio management should only be prioritized if they also have strong retail banking and client-acquisition experience.

Work Schedule

• Onsite work arrangement in Taguig.

• Night-shift schedule.

• Flexible scheduling based on business requirements.

• The broader service coverage may include Monday to Friday, 8:00 AM–8:00 PM, and Saturday, 8:00 AM–5:00 PM, with a weekday off when scheduled to work on Saturday.

Compensation and Benefits

• Salary package is confidential and will be discussed during the job offer.

• Compensation will be based on the candidate’s relevant experience, current salary, and salary expectations.

Recruitment Process

1. Initial screening by the CV Reviewer.

2. CV validation and further screening through Workday, including the required HRI toolkit, FCV, and CV documentation.

3. Client review and further assessment.

Pre-Screening Questions

1. How many years of relevant voice-based client service experience do you have in banking, financial services, or wealth management?

2. Do you have experience working with retail banking products or wealth management platforms?

3. What is your current or last drawn salary?

4. What is your expected salary?

5. Are you willing to work onsite in Taguig on a night-shift schedule?

6. Are you currently residing in the Philippines and legally authorized to work in the country?

7. When would you be available to start if selected?

Application Requirement: Please submit your latest CV in PDF format along with screening notes relevant to the job requirement