Email Support Representative

Email Support Representative

Position Description
Job Summary
Supports all sales forces in opening and maintaining accounts and services. The timely preparation, review, and analysis of pertinent documentation directly impacts the client’s ability to meet and manage risk and regulatory requirements. Ensures adherence to all internal and external policies and requirements to protect the client's assets and minimize losses. Advises and guides clients and internal partners on sales legal documentation.
Job Responsibilities

• Resolves questions and issues with sales agreements and account documentation.
• Coordinates the management of the documents’ database; ensures the alignment and integration of documents in adherence to the client’s standards.
• Analyzes information and provides insights and recommendations.
• Executes the end-to-end documentation processes for assigned sectors, including distribution, collection, review, and analysis.
• Reviews higher-risk client requests and confirm that proper authorizations have been received.
• Determines the type of documents and appropriate actions as requested and establishes procedures and processes.
• Reviews documents to verify that forms are correctly completed and that required formats are used.
• Executes data entry/processing/tracking to support document management activities.
• Develops and maintains effective relationships with team members and stakeholders to execute work and fulfill service delivery expectations.
• Understands risks inherent in the operating area and ensures appropriate actions, including accuracy and safeguarding of all documents.
• Follows records retention guidelines and policies for type of documentation, as required.
• Participates in core processes' design, development, implementation, and management.
• Supports change management work to ensure the achievement of anticipated benefits.
Skills

• Close attention to details
• Very good Time Management Skills.
• Able to follow call flows, directives, and processes.
• Proficient in typing and keyboarding.
• Possesses primary computer and internet literacy.
• Competence in Verbal and Written Communication Skills in English Language.
• Experience/Knowledge of International Bank Operations (lending products, including residential, commercial, consumer, and leasing and loan/mortgage operations processes and activities) is a plus.

Other Expectations

• Amenable to working 100% onsite.
• Amenable to work on a graveyard and shifting schedule
• Proactive and ability to work independently.
• Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies with rest day schedules; adheres to leaves filing policy outlined by the engagement/company
• Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
• Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism
• Can work under pressure
• Must be flexible with the ability to adapt to changes quickly.
• At our company, we value continuous learning and growth. We are committed to providing the necessary support and resources to enhance your skills and knowledge. We encourage a proactive and customer service-oriented mindset, are receptive to feedback, and are always open to learning.

Performance criteria

You will be assessed on the success of your role based on your achievements against these Terms of Reference and your performance against Performance Indicators.

Administrative
Adherence to all company-mandated responsibilities.
Security Responsibilities

All members shall be responsible for the security of the information they use or manage and shall ensure that appropriate measures are taken to preserve its confidentiality, integrity, and availability.
The following are essential security obligations:

• Be aware of one’s obligation under legislation governing data protection, computer misuse, copyright protection, intellectual property, public records retention, and common law.
• Act with propriety in using the business units’ Information resources.
• Familiarize with and conform to the Information Security Policy and related Standards, Guidelines, etc.
• Report immediately to one’s Line Manager and Information Security Officer any breaches or suspected breaches of the CGI Philippines Information Security policy.

Confidentiality

As a Document Specialist (Junior Consultant / Consultant), you will have access to information of a confidential nature. You will be expected to maintain that confidentiality. You should ensure that confidential documents are kept locked and key and that electronic versions are secured.

Your future duties and responsibilities
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Required qualifications to be successful in this role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.