Client Service Specialist - Retail Banking (Voice Account)

Gratitude Philippines; Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

Gratitude Philippines is seeking a skilled Client Service Specialist - Retail Banking (Voice Account) to join our team. You will deliver high-quality solutions while collaborating with cross-functional stakeholders, owning tasks, and communicating clearly.

The role emphasizes attention to detail, practical problem solving, and a customer-centric approach to building relationships, deposits, and product cross-sell opportunities in retail banking.

Qualifications

• 2-3 years in Retail Banking, Wealth Management, or Investments.
• Client service experience with voice support - B2 proficiency or higher.
• Combined Voice CSR + Retail Banking background preferred.
• Proven track record in: acquiring retail banking clients, generating CASA/deposits, cross-selling banking products (loans, cards, insurance, investments), and managing client portfolios.
• Open to applicants with experience as: Relationship Manager/Officer, Business Relationship Officer, Personal Banker, Priority/Premier RM, Branch Sales Officer, New Accounts Officer, Sales & Service Officer, or Client Relationship Officer.
• Must be currently based in the Philippines and eligible to work.

Responsibilities

• Develop, test, and maintain reliable, scalable, and user-focused solutions.
• Collaborate with product, design, and business teams to understand requirements and deliver outcomes.
• Write clean, maintainable, and well-documented work following best practices.
• Troubleshoot issues, optimize performance, and improve overall quality.
• Track progress, communicate updates clearly, and contribute to continuous improvement.

Job description

About the Role

We are looking for a skilled and motivated Client Service Specialist - Retail Banking (Voice Account) to join our team. The ideal candidate will help deliver high-quality solutions while working closely with cross-functional stakeholders. This role requires ownership, attention to detail, clear communication, and a practical approach to solving real business problems.

Responsibilities

• Develop, test, and maintain reliable, scalable, and user-focused solutions.
• Collaborate with product, design, and business teams to understand requirements and deliver outcomes.
• Write clean, maintainable, and well-documented work following best practices.
• Troubleshoot issues, optimize performance, and improve overall quality.
• Track progress, communicate updates clearly, and contribute to continuous improvement.

Qualification

• - 2-3 years in Retail Banking, Wealth Management, or Investments
• - Client service experience with voice support - B2 proficiency or higher
• - Combined Voice CSR + Retail Banking background preferred
• - Proven track record in: acquiring retail banking clients, generating CASA/deposits, cross-selling banking products (loans, cards, insurance, investments), and managing client portfolios
• - Open to applicants with experience as: Relationship Manager/Officer, Business Relationship Officer, Personal Banker, Priority/Premier RM, Branch Sales Officer, New Accounts Officer, Sales & Service Officer, or Client Relationship Officer
• - Must be currently based in the Philippines and eligible to work

Skills

• Strong foundation in role-relevant tools, platforms, and best practices.
• Ability to plan, execute, measure, and improve work with attention to detail.
• Good communication, ownership, collaboration, and time-management skills.

Preferred Skills

• Experience with modern workflows, reporting, automation, and production-grade delivery.
• Familiarity with agile practices, documentation, and cross-functional collaboration.
• Ability to mentor teammates and contribute to process improvements.

Benefits

• Competitive compensation and growth opportunities.
• Collaborative work culture with learning and development support.
• Opportunity to work on meaningful products and business problems.

Work Environment

This role offers a professional, collaborative environment where team members are encouraged to take ownership, share ideas, and deliver high-quality work.

Equal Opportunity

We are an equal opportunity employer and welcome applicants from all backgrounds. All qualified candidates will receive consideration based on skills, experience, and role fit.