Wealth & Banking Service Quality Senior Analyst

Stafflink Express; Manila; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Stafflink Express seeks a Wealth & Banking Service Quality Senior Analyst to provide primary service and problem resolution support for Wealth clients and advisors. You will act as a subject matter expert on banking products, processes, and programs, ensuring compliance with manuals, audits, and regulatory requirements.

The role requires 3-5 years in Wealth management, QC and supervisory experience, SME QC knowledge, and coaching skills. Experience in QA is a plus.

Qualifications

• 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.
• SME knowledge in QC, coaching and helping someone improve their performance.
• Good to have QA experience.

Responsibilities

• 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.

Skills

Wealth management experience

QC supervisory experience

QC SME knowledge

QA experience

Salesforce CRM

Tools

Salesforce

Job description

About the role

Wealth & Banking Service Quality Senior Analyst role providing primary service and problem resolution support for Wealth clients and advisors. You will serve as a subject matter expert on banking products, processes, and programs, identifying specialized solutions and proactively addressing potential issues for clients with complex financial needs while ensuring compliance with branch operations manuals, audit requirements, and regulatory frameworks.

Key responsibilities

• 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

About you

• 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

• SME knowledge in QC, coaching and helping someone improve their performance

• Good to have QA experience