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

Job Description

We are looking for a Client Service Voice Support / Wealth & Banking Service Associate to provide high-quality service and problem resolution to banking and wealth-management clients through phone, email, and chat.

The ideal candidate should have a combination of voice customer service and retail banking experience, with strong client relationship management and financial-services knowledge.

Key Responsibilities

• Serve as the primary point of contact for clients and advisors regarding service requests and problem resolution.

• Handle day-to-day banking transactions and client requests accurately and efficiently.

• Provide solutions for complex financial needs while following operational, regulatory, and compliance requirements.

• Build and maintain strong relationships with clients, advisors, and internal stakeholders.

• Support requests related to transfers, overdrafts, wire transactions, and other banking services.

• Process time-sensitive wire requests with accuracy and attention to detail.

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

• Stay updated on banking products, processes, and program changes.

• Meet required quality, productivity, service-level, and customer satisfaction targets.

• Support the achievement of Client Service Measurement (CSM) targets.

• Perform other duties as assigned.

Required Qualifications

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

• Experience in voice customer service + retail banking is required.

• Experience supporting banking or wealth-management clients.

• Strong client-service and relationship-management skills.

• English voice proficiency – minimum B2 level.

• Knowledge of retail banking products and services.

• Experience with client acquisition, deposits/CASA, cross-selling banking products, or portfolio management is an advantage.

• Candidates with experience as Relationship Manager/Officer, Relationship Associate, Personal Banker, Branch Sales Officer/Associate, New Accounts Officer, Sales & Service Officer, or Client Relationship Officer are encouraged to apply.

• Must be currently based in the Philippines and authorized to work in the country.

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

Preferred Banking Experience

Candidates with experience in retail banking from institutions such as UnionBank, EastWest Bank, Security Bank, RCBC, BPI, Metrobank, BDO, or HSBC may be considered.

Recruitment Process

CV Screening → Validation & Workday Screening → HRI Toolkit / FCV Review → Client Review

Screening Questions

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

2. Do you have experience in retail banking or wealth platforms?

3. What was your last drawn salary?

4. What is your salary expectation?

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

6. When are you available to start once hired?