Banking Relationship Specialist

‎WORK SETUP: Onsite in Taguig

‎WORK SHIFT: Night shift

‎Salary budget: 80,000 - 90,000

‎Headcount: 14

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‎Core Profile:

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‎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

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‎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

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‎Target Market

‎The recommended sourcing sequence is:

‎• UnionBank

‎• EastWest Bank

‎• Security Bank

‎• RCBC

‎• BPI

‎• Metrobank

‎• BDO

‎• HSBC, on a selective basis

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‎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.

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‎SKILLS AND QUALIFICATIONS:

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‎• 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

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‎RESPONSIBILITIES:

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‎• 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.

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‎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

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‎RECRUITMENT PROCESS:

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‎• 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

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‎PRE-SCREENING QUESTIONS:

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‎• 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?