JOB TITLE: Wealth & Banking Service Quality Senior Analyst | Quality Auditing Sr Analyst

‎WORK SETUP: Onsite/Hybrid in Taguig or Cubao, Quezon City

‎WORK SHIFT: Night shift, weekends off

‎Salary budget : 45,000 - 50,000

‎Headcount: 3

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‎SKILLS AND QUALIFICATIONS:

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‎• 3-5 years of experience in Wealth management (Relationship Managers in banks, Private Banking, Investment, Financial Planning, Financial Analysis, Portfolio Management, Investment Consultant)

‎• QC and supervisory experience is required

‎• Alternately, the candidate should possess SME knowledge.

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‎The following experiences will be validated during Skills Interview:

‎• QC

‎• If had coached and helped someone improve their performance

‎• Good to have QA experience

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‎RESPONSIBILITIES:

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‎The following outlines the primary responsibilities of this role. Additional duties, both major and minor, may be assigned as business needs evolve.

‎• Provide primary service and problem resolution support for Wealth clients and advisors through phone and electronic service requests.

‎• Serve as a subject matter expert on all banking products, processes, and programs, staying informed of updates and changes.

‎• Identify specialized solutions and proactively address potential issues for clients with complex financial needs, ensuring compliance with branch operations manuals, audit requirements, and regulatory frameworks.

‎• Build and maintain professional, ongoing relationships with Wealth advisors and internal partners to effectively meet client needs.

‎• Manage complex service issues and handle day-to-day transactional needs for assigned Wealth clients, ensuring efficiency and accuracy while meeting service level agreements.

‎• Facilitate wire agreements and process time-sensitive wire requests for Wealth clients, ensuring high attention to detail and accuracy.

‎• Identify trends through data collection, reporting, and client interactions to drive insights and improvements.

‎• Develop, lead, and execute innovative projects to enhance processes, products, services, operating policies, procedures, and the Wealth brand.

‎• Support the skill development of teammates by providing interactive training, access to resources, and floor support.

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

‎• Consistently meet and exceed individual performance standards, including quality, productivity, and behavioral expectations, while contributing to daily center service level standards.

‎• Work a flexible schedule as needed, including shifts between Monday and Friday (8 AM to 8 PM) and Saturday (8 AM to 5 PM).

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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 experience do you have in Wealth management (Relationship Managers in banks, Private Banking, Investment, Financial Planning, Financial Analysis, Portfolio Management, Investment Consultant)?

‎• Years of QC experience

‎• Years of supervisory experience

‎• 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?

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