Wealth & Banking Service Quality Senior Analyst (CL10)

Gratitude Philippines; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Gratitude Philippines is seeking a Wealth Client Services Specialist to provide primary support to Wealth clients and advisors via phone and digital channels. You will be a subject matter expert on banking products, processes, and programs, guiding complex financial needs with accuracy and compliance.

You will build strong relationships with Wealth advisors and internal partners, resolve issues, and document interactions in CRM/Salesforce.com.

Qualifications

• 3-5 years of experience in Wealth management
• QC and supervisory experience is required
• Alternately, the candidate should possess SME knowledge.

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).

Skills

Wealth management

QC experience

Supervisory experience

SME knowledge

Job description

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:

The following outlines the primary responsibilities of this role. Additional duties, both major and minor, may be assigned as business needs evolve.

• 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 are eligible for this role