Customer Support Specialist

TELUS Digital; Metro Manila; On-site; PHP 200,880 - 312,480; Full time

Job summary

TELUS Digital in Metro Manila is seeking a Financial Services Representative to be the first point of contact for clients calling about banking needs, deepening relationships by understanding their needs and resolving issues, and guiding them to suitable products such as accounts, loans, and online banking.

You will educate clients on self-serve options and support manual requests in line with policies, working onsite with a Monday–Friday 8:00 am–7:00 pm CST schedule and Saturday 8:00 am–1:00 pm

Qualifications

• Strong communication and active listening to resolve client questions.
• Ability to work independently in a secure, distraction-free workspace.
• Wired internet connection with reliable bandwidth for call quality.

Responsibilities

• Engage in meaningful client-focused conversations and resolve issues promptly.
• Educate clients on self-service options and assist with product inquiries.
• Proactively identify opportunities to match clients with bank products and solutions.
• Collaborate with Financial Bank contacts to deepen client relationships.

Skills

Client engagement

Problem solving

Efficient communication

Product knowledge

Computer literacy

Job description

What you’ll be doing:

You’ll work in a fast‑paced Client Support Center where you’ll have meaningful client‑focused conversations. As a Financial Services Representative, you’ll be the first point of contact for clients calling in with questions or requests related to their banking needs. You’ll deepen relationships by understanding the client’s needs, and quickly resolving issues or problems. You’ll proactively identify opportunities to match clients with the right products and solutions that will enable their financial success. Products and solutions will include bank accounts, various consumer loan products, overdraft protection, Bill Pay, Online Banking/US Mobile App and more. You’ll educate and assist clients with our self‑serve options, as well as complete manual efforts in support of specific client needs in accordance with policies and procedures. You’re flexible to work from Monday to Friday 8:00 am‑7:00 pm CST and Saturday from 8:00 am‑1:00 pm CST.

For this role you will be required to work from the office.

Program Requirements:

• Ability to work independently within a secure workspace free from noise and distractions.
• Wired Internet connection, capable of continuously supporting excellent call quality and high‑speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 Mbps and upload speed of 10 Mbps).

How you'll succeed:

• Client engagement – Focus on each client interaction to connect on a personal level and offer an exceptional client experience. Engage in client‑focused interactions that are meaningful and deliver trusted advice. Provide support for clients by helping them manage their accounts and services. Connect and refer clients to the right Financial Bank contacts to promote their financial success and deepen relationships.
• Problem solving – Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding the client’s needs and recommending solutions based on their needs. Remain solution‑focused in order to identify opportunities to help our clients.
• Efficiency – Understand that the client’s time is valuable and effectively complete their request. Strong knowledge of the Financial Bank systems and products to allow quick resolution of problems.
• Product knowledge – Deeply understand Financial Bank’s suite of products and work with others to ensure clients are connected to the right people and opportunities. Proactively suggest banking options that will help clients achieve their financial goals. Understand and leverage other internal departments within Financial Bank to assist clients on additional needs.
• Computer savvy – Easily navigate and focus on multiple software applications and dual monitors.

Who you are:

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
• You’re passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You achieve trust through respect and authenticity.
• You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• You engage with your heart and mind. You care about people and you understand different perspectives. You listen and learn from the experience of others.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.