Client Service Voice Support/Retail Banking Relationship Specialist

Muktarion; Metro Manila; On-site; PHP 290,000 - 469,000; Full time

Job summary

Muktarion is seeking a Wealth Solutions Center Service Specialist for on-site work in Taguig. The role supports Wealth clients via phone and electronic requests, focusing on service quality and resolution delivery in a fast-paced banking environment.

The ideal candidate has 2-3 years in wealth management or banking client service, with B2 level voice proficiency and experience in CSR within retail banking. Night shift with weekend coverage and a strong client-focused mindset are required.

Qualifications

• 2 to 3 years of relevant experience.
• Client service experience in Wealth Management, Banking, or Investment.
• Voice proficiency at least B2.
• 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.

Skills

Voice proficiency B2

Client service

Voice CSR

2-3 years experience

Job description

JOB TITLE: Client Service Voice Support/Retail Banking Relationship Specialist

WORK SETUP: Onsite in Taguig

WORK SHIFT: Night shift

Salary budget: Confidential (Will be discussed during the job offer)

Headcount: 14

Core Profile:

• 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

• UnionBank
• EastWest Bank
• Security Bank
• RCBC
• BPI
• Metrobank
• BDOHSBC, on a selective basis

Please avoid prioritizing commercial or corporate relationship managers whose experience is primarily focused on credit evaluation, commercial lending, or SME portfolio management, unless they also have strong retail banking and client-acquisition exposure.

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.

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.