Job Title: Client Service Voice Support / Wealth & Banking Service Associate

Location: Taguig, Philippines
Work Setup: Onsite
Shift: Night Shift
Experience: 2–3 Years
Headcount: 14
Salary: Confidential – To be discussed during the job offer

Job Summary

The Client Service Voice Support / Wealth & Banking Service Associate will serve as a primary point of contact for Wealth clients and advisors, providing high-quality service and problem resolution through phone and electronic communication channels. The role requires strong retail banking knowledge, voice customer service skills, and the ability to handle financial transactions accurately while maintaining compliance with banking and regulatory requirements.

Key Responsibilities

• Provide service and problem resolution to Wealth clients and advisors through phone and electronic service requests.

• Develop and maintain strong knowledge of banking products, processes, and programs.

• Provide tailored solutions for clients with complex financial needs while following operational, audit, and regulatory requirements.

• Build professional relationships with Wealth advisors and internal stakeholders to effectively address client needs.

• Handle day-to-day banking transactions, including transfers and overdraft-related requests, with accuracy and efficiency.

• Facilitate wire agreements and process time-sensitive wire requests with a high level of attention to detail.

• Accurately document client interactions, transactions, and resolutions in CRM/Salesforce.

• Meet established quality, productivity, service-level, and behavioral performance standards.

• Support the Wealth division in achieving Client Service Measurement (CSM) targets.

• Work flexible schedules based on business requirements, including weekday and Saturday shifts.

• Perform other duties as assigned.

Required Qualifications

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

• Experience in a voice-based customer service environment.

• Strong retail banking and customer service knowledge.

• Experience with retail banking products and client relationship management.

• Voice communication proficiency of at least B2 level.

• Strong combination of Voice CSR + Retail Banking experience.

• Strong customer-focused, problem-solving, and communication skills.

• Ability to handle financial transactions accurately and efficiently.

Preferred Background

Candidates with experience in the following areas are encouraged to apply:

• Retail banking client acquisition and management.

• Deposit generation / CASA.

• Cross-selling loans, cards, insurance, investments, or other banking products.

• Managing and growing client portfolios.

• Supporting branch sales and revenue targets.

• Building long-term client relationships.

• Consultative and customer-focused banking service.

Relevant Job Titles

Candidates may come from roles such as:

• Relationship Manager / Relationship Officer

• Relationship Associate

• Business Relationship Officer

• Personal Banker

• Priority / Premier Relationship Manager

• Branch Sales Officer / Associate

• New Accounts Officer

• Sales and Service Officer

• Client Relationship Officer

Top 5 Skills

1. Voice Customer Service

2. Retail Banking

3. Wealth / Financial Services

4. Client Relationship Management

5. Banking Transactions & Problem Resolution

Important Eligibility

• Applicants must currently be in the Philippines.

• Applicants must already have the legal right to live and work in the Philippines.

• Candidates must be amenable to an onsite setup in Taguig.

• Candidates must be amenable to a night-shift schedule.

• Candidates with relevant retail banking and voice CSR experience will be prioritized.

• Commercial/corporate relationship management profiles focused primarily on credit evaluation, commercial lending, or SME portfolios should not be prioritized unless they also have strong retail banking and client-acquisition experience.

Pre-Screening Questions

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

• How many years of voice-based customer service experience do you have?

• Do you have experience in retail banking or wealth platforms?

• What is your last drawn salary?

• What is your expected salary?

• Are you amenable to working onsite in Taguig on a night-shift schedule?

• When are you available to start once hired?