Wealth & Banking Service Helpdesk Analyst

JOB TITLE: Wealth & Banking Service Helpdesk Analyst

WORK SETUP: Onsite in Taguig

WORK SHIFT: Shifting

Salary budget: Confidential (Will be discussed during the job offer)

OVERALL PURPOSE:

This is not a typical service role. As a Wealth Solutions Center Service Specialist, you will be on the front line of the company's financial services delivery — supporting high-net-worth clients and their Wealth Advisors with precision, empathy, and expert knowledge. You'll work inside a tech-enabled, AI-augmented service model where your instincts and relationships drive outcomes, and where the work you do every day directly shapes the client experience.

You will grow here. This is a launchpad — into wealth operations, advisory support, and client experience leadership — with the backing of one of the world's most respected professional services firms.

RESPONSIBILITIES:

WHAT YOU'LL DO:

1. Own the client experience. Be the go-to contact for Wealth clients and advisors — resolving service requests across phone, email, and digital channels with speed and care.

2. Become the expert. Build deep knowledge of wealth and banking products, staying sharp on regulatory changes, system updates, and process shifts.

3. Solve for complexity. Deliver tailored solutions for high-net-worth clients with multifaceted financial needs — working within compliance and regulatory frameworks with confidence.

4. Strengthen advisor partnerships. Build trusted, professional relationships with Wealth Advisors and internal teams so that every client gets integrated, seamless support.

5. Execute with precision. Handle transfers, overdrafts, and day-to-day transactional needs accurately, efficiently, and within SLA commitments.

6. Process wire requests flawlessly. Facilitate wire agreements and time-sensitive wire transactions with zero room for error.

7. Keep the record straight. Document every client interaction and resolution accurately in CRM and Salesforce.

8. Hit your numbers. Meet and exceed quality, productivity, and behavioral performance targets consistently.

9. Move the CSM needle. Every interaction is an opportunity to strengthen Client Service Measurement scores — and you'll take that seriously.

10. Show up flexibly. Work assigned shifts (Mon–Fri 8 AM–8 PM; Sat 8 AM–5 PM, with a weekday off in exchange) and bring your best every time.

Job Qualifications:

- Associate's degree or higher in Business, Finance, Accounting, Banking, or equivalent

- At least one year of client service experience in banking, financial services, or wealth management

- Exposure to retail banking or wealth platforms like Client Central or Salesforce is a strong advantage

- A communicator who makes complexity feel simple — in writing, on the phone, and face to face

- Highly organized, with the ability to juggle multiple priorities without dropping the ball

- A self-starter who learns fast, retains well, and thrives in a changing environment

- A genuine team player — you collaborate, contribute, and know when to ask for help

- Comfortable with Microsoft Office and eager to pick up new technology quickly