JOB TITLE: Wealth & Banking Service Quality Senior Analyst | Quality Auditing Sr Analyst
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:

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