Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, the Philippines, Malaysia, and Africa. We are a direct sourcing partner company for top BPOs, offshore and onshore.

We have an ongoing hiring for Senior Client Services Agents for our BPO Partner in Taguig.

Job Title: Senior Client Services Agent (Canadian Wealth Management)
Work set-up: On-site, Taguig City
Work schedule: Night Shift
Salary range: 40K - 53K package
Relevant Experience range: 2 years

Position Description:

The Client Services Senior Agent plays a critical role in delivering high-quality customer service to clients across diverse platforms. This position primarily supports wealth management services by resolving client concerns, responding to inquiries, and ensuring consistent service excellence. In addition to frontline support, Senior Agents serve as subject-matter experts and mentors, providing floor support by clarifying processes and reinforcing quality standards.

Duties and responsibilities:

• Provide excellent service to Financial Advisors and Clients related to Mutual Funds, Segregated Funds, Educational Plans and other Specialty Products.
• Respond to client inquiries across multiple communication platforms with professionalism and accuracy
• Assess customer needs through research, active listening, and problem-solving
• Accurately document customer interactions following compliance and quality standards
• Deliver timely resolutions using approved processes, call flows, and system tools
• Handle escalated or complex client concerns using de-escalation and issue-triaging techniques
• Escalate out-of-scope concerns appropriately while ensuring proper documentation
• Contribute insights for service improvement initiatives based on customer feedback metrics (CSAT, CES, NPS)
• Stay updated on process enhancements, policy changes, and system updates
• Provide floor support and mentorship to new hires and team members as a subject-matter expert

Qualifications:

• Must be a college graduate (Business-related course is an advantage)
• Must have at least 2 years of call center experience supporting Canadian Wealth Management
• Must have proven experience handling: Mutual Funds, Segregated Funds and other wealth management products
• Strong communication and problem-solving skills
• Ability to manage complex customer concerns professionally
• Must be amenable to work onsite in McKinley, Taguig on a night shift schedule

Preferred Skills

• Active Listening & Understanding
• Customer Service & Support
• Financial Services
• Wealth Management
• Risk Management
• Security Compliancy
• Continuous Improvement
• Communication Skills
• Attention to Detail
• Agility & Innovation
• English Proficiency
• Business Process Outsourcing (BPO)

To apply, please send your updated resume here or via email at isay@gratitudephilippines.com. Ensure to answer the screening questions.

Further details will be discussed once shortlisted and invited for an interview. Our recruitment team will reach out to you via WhatsApp/Viber or by phone once you are shortlisted.

APPLY NOW!