Client Service Voice Support/Retail Banking Relationship Specialist

JOB TITLE: Client Service Voice Support/Retail Banking Relationship Specialist

URGENT: Deadline 15th September

WORK SETUP: Onsite in Taguig

WORK SHIFT: Night shift

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

Headcount: 14

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.

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 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

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.