Fraud Disputes Analyst (Wealth Management)

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POSITION TITLE: Fraud/Wealth Banking Operations Analyst
WORK SETUP: Return to Office

OVERALL PURPOSE:
As an integral part of the Wealth Advisors in-market team, the Wealth Solutions Center Service Specialist is dedicated to delivering superior service and problem-resolution experience to assigned bank clients. This role leverages virtual communication channels such as phone, email, and chat.

RESPONSIBILITIES:
1. Serve as the primary point of contact for service and problem resolution for Wealth clients and advisors via phone and electronic service requests.
2. Develop a thorough understanding of all banking products, processes, and programs, staying updated on any changes.
3. Provide tailored solutions for clients with complex financial needs while adhering to branch operations manuals, audit requirements, and regulatory frameworks.
4. Build and maintain professional, ongoing relationships with Wealth advisors and internal partners to address client needs effectively.
5. Handle day-to-day transactional needs for assigned Wealth clients with a focus on efficiency and accuracy, ensuring service level agreements are met (e.g., transfers, overdrafts).
6. Facilitate wire agreements and process time-sensitive wire requests for Wealth clients, ensuring high attention to detail and accuracy in execution.
7. Accurately document client interactions and resolutions in CRM/Salesforce.com.
8. Consistently meet required performance standards, including quality, productivity, and behavioral expectations.
9. Support the Wealth division in achieving target Client Service Measurement (CSM) scores.
10. Work a flexible schedule as needed, including shifts between Monday and Friday (8 AM to 8 PM) and Saturday (8 AM to 5 PM), with a day off during the week when working a Saturday shift.
11. Perform other duties as assigned.

OTHERS:
Project Shift Schedule: Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS:
• 2 to 3 years of relevant experience
• Client service experience in Wealth Management, Banking or Investment
• Voice proficiency at least B2

• Joining Bonus equivalent to 1-month basic pay

#LI-PH

Taguig

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