Client Service Associate | Wealth & Banking | Taguig | Joining Bonus

Gratitude Philippines; Manila; On-site; PHP 446,000 - 625,000; Full time

Job summary

Gratitude Philippines is seeking a Wealth Solutions Center Service Specialist to deliver superior service to Wealth clients via phone, email, and chat. You will resolve inquiries, advise on banking products, and ensure accuracy in transactions, while maintaining CRM records.

The role emphasizes building long-term client relationships with internal Wealth partners and meeting service standards in a dynamic environment in the Philippines.

Qualifications

• 2–3 years of relevant experience in wealth management or banking.
• Customer service experience in wealth, banking, or investment.
• Voice proficiency of at least B2 (Fluent English).
• Includes voice CSR + retail banking skills.

Responsibilities

• Serve as the primary contact for service and resolution via phone and electronic requests.
• Understand banking products, processes, and programs; stay updated.
• Provide tailored solutions for clients with complex financial needs within policy.
• Build and maintain relationships with Wealth advisors and internal partners.
• Handle day-to-day transactional needs with focus on accuracy and SLAs.
• Facilitate wire agreements and time-sensitive wire requests.
• Document client interactions in CRM/Salesforce.com.
• Meet performance standards and CS measurements.
• Support Wealth division in achieving CS targets.
• Work a flexible schedule: Mon-Fri 8-8, Sat 8-5; weekday off when Sat works.

Skills

Wealth management knowledge

Customer service

Phone & chat support

Voice B2 proficiency

Job description

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

• 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:

• Union Bank
• EastWest Bank
• Security Bank
• RCBC
• BPI
• Metrobank
• BDO
• HSBC, on a selective basis

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 would be assessed based on relevant experience and transferable skills, not only the your 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