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

WORK SETUP: Onsite in Taguig

WORK SHIFT: Night shift

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

Headcount: 14

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

Please source beyond the exact title and 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

Please avoid prioritizing commercial or corporate relationship managers whose experience is primarily focused on credit evaluation, commercial lending, or SME portfolio management, unless they also have strong retail banking and client-acquisition exposure.

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. 

NOTE: The profile should be assessed based on relevant experience and transferable skills, not only the candidate’s current job title.

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.

Additional Information:

• Open to applicants who are currently in the Philippines and already have the right to live and work in this country are eligible for this role

RECRUITMENT PROCESS:

• Screening with CV Reviewer

• Endorse for Validation and further CV screening through Workday, along with the HRI toolkit, FCV, and CV

• For review with the client

REMINDER: Please do not include the name of the client in all your job postings. Kindly ensure that you upload the latest CVs of your candidates in PDF format with screening notes based on the JD provided.

PRE-SCREENING QUESTIONS:

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

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

• How much is your last drawn salary?

• How much is your salary expectation?

• Are you amenable to working on an onsite setup with a night shift schedule in Taguig?

• When are you available to start once hired?