Wealth & Banking Service Helpdesk Analyst

Wealth & Banking Service Helpdesk Analyst

Work Setup: Onsite – Taguig
Work Schedule: Shifting Schedule
Salary: Confidential – to be discussed during the job offer

About the Role

We are looking for a Wealth & Banking Service Helpdesk Analyst to join our team in Taguig.

This is more than a typical customer service role. You will be at the forefront of financial services delivery, supporting high-net-worth clients and Wealth Advisors with accuracy, empathy, and strong product knowledge.

You’ll work in a technology-enabled, AI-augmented service environment where your ability to build relationships, solve complex concerns, and deliver exceptional service directly impacts the client experience.

This role also provides opportunities to develop your career in wealth operations, advisory support, and client experience leadership.

Key Responsibilities

• Serve as a primary point of contact for Wealth clients and advisors, handling service requests through phone, email, and digital channels.

• Develop strong knowledge of wealth and banking products, systems, processes, and regulatory requirements.

• Resolve complex client requests while maintaining compliance with applicable policies and regulations.

• Build and maintain strong relationships with Wealth Advisors and internal teams.

• Process transfers, overdrafts, and other day-to-day banking transactions accurately and within SLA requirements.

• Facilitate wire agreements and time-sensitive wire transactions with a high level of accuracy.

• Maintain complete and accurate documentation of client interactions and resolutions in CRM and Salesforce.

• Consistently meet quality, productivity, behavioral, and service performance targets.

• Contribute to improved Client Service Measurement (CSM) scores through every client interaction.

• Work assigned shifting schedules and demonstrate flexibility based on business requirements.

Qualifications

• Associate’s degree or higher in Business, Finance, Accounting, Banking, or a related field; equivalent experience may also be considered.

• At least 1 year of client service experience in banking, financial services, or wealth management.

• Experience with retail banking or wealth platforms such as Client Central or Salesforce is an advantage.

• Strong verbal and written communication skills, with the ability to explain complex information clearly.

• Highly organized and able to manage multiple priorities effectively.

• Fast learner who can adapt to changing processes, systems, and business requirements.

• Strong team player with the ability to collaborate and seek assistance when needed.

• Proficient in Microsoft Office and comfortable learning new technologies.

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

Work Schedule

The role follows a shifting schedule, which may include:

• Monday–Friday: 8:00 AM–8:00 PM

• Saturday: 8:00 AM–5:00 PM

• One weekday off in exchange for Saturday work, depending on the assigned schedule.

Recruitment Process

1. Initial screening with CV Reviewer

2. Validation and further CV screening through Workday, including the HRI Toolkit, FCV, and CV

3. Client review

Pre-Screening Questionnaire

Interested candidates are requested to complete the questionnaire before proceeding with the application.

Questionnaire Link: https://myglit.com/lateral/cref/37233495f4

Please prepare the following information:

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

2. Do you have experience with retail banking or wealth platforms such as Client Central or Salesforce?

3. What was your last drawn salary?

4. What is your expected salary?

5. Are you amenable to working onsite in Taguig on a shifting schedule?

6. When are you available to start once hired?

Important: Please ensure your latest CV is submitted in PDF format and that all information provided in the questionnaire is complete and accurate.