Wealth & Banking Service Quality Senior Analyst

Gratitude Philippines; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Gratitude Philippines is seeking a Wealth & Banking Service Quality Senior Analyst to join our on-site team in Taguig. You will support Wealth clients and advisors, becoming a subject matter expert on banking products and processes while ensuring high service standards.

The role requires 3–5 years in wealth management, with QC/supervisory experience or SME knowledge. You will identify improvements, document interactions in CRM, and help coach peers in a fast-paced environment.

Qualifications

• QC and supervisory experience will be evaluated during Skills Interview.
• Experience coaching and helping others improve performance is a plus.
• QA experience is advantageous.

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 address potential issues for clients with complex financial needs, ensuring compliance with manuals and regulatory frameworks.
• Build and maintain relationships with Wealth advisors and internal partners to meet client needs.
• Manage complex service issues and day-to-day transactional needs for Wealth clients, ensuring efficiency and accuracy while meeting SLAs.
• Facilitate wire agreements and process time-sensitive wire requests for Wealth clients.
• Identify trends through data collection, reporting, and client interactions to drive insights and improvements.
• Develop, lead, and execute projects to enhance processes, products, services, and policies for the Wealth brand.
• Support teammates through training and floor support.
• Accurately document client interactions and resolutions in CRM/Salesforce.com.
• Meet and exceed performance standards, contributing to daily center SLAs.
• Work a flexible schedule including shifts between Monday and Friday (8 AM–8 PM) and Saturday (8 AM–5 PM).
• Open to applicants currently in the Philippines with right to work.

Skills

Wealth management

QC supervision

SME knowledge

Job description

Job Title

Wealth & Banking Service Quality Senior Analyst | Quality Auditing Sr Analyst

Location and Working Conditions

• Work Setup: Onsite in Taguig Uptown Bonifacio Tower 3
• Work Shift: Night shift, weekends off
• Salary budget: Confidential (Will be discussed during the job offer)
• Headcount: 3

Skills and 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
• Alternately, the candidate should possess SME knowledge

The following experiences will be validated during Skills Interview:

• QC
• If had coached and helped 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
• Consistently meet and exceed individual performance standards, including quality, productivity, and behavioral expectations, while contributing to daily center service level standards
• Work a flexible schedule as needed, including shifts between Monday and Friday (8 AM to 8 PM) and Saturday (8 AM to 5 PM)

Additional Information

• Open to applicants who are currently in the Philippines and already have the right to live and work in this country