*Wealth & Banking Service Quality Senior Analyst
Gratitude Inc
*JOB TITLE: Wealth & Banking Service Quality Senior Analyst | Quality Auditing Sr Analyst*
*Work Setup:* Onsite - Taguig, Uptown Bonifacio Tower 3
*Shift:* Night Shift | Weekends Off
*Salary:* Confidential (To be discussed during offer)
*Headcount:* 3
*QUALIFICATIONS:*
- 3-5 years of experience in Wealth Management (as Relationship Manager in banks, Private Banking, Investments, Financial Planning, Financial Analysis, Portfolio Management, or Investment Consultancy)
- Required: QC and supervisory experience
- Alternatively: Must have SME-level knowledge in Wealth & Banking
- During skills interview, we will validate:
- QC experience
- Coaching experience / helped someone improve performance
- QA experience is a plus
*RESPONSIBILITIES:*
- Provide service and problem resolution support for Wealth clients and advisors via phone and electronic requests
- Act as Subject Matter Expert on banking products, processes, and programs, and stay updated on changes
- Identify specialized solutions and proactively address issues for clients with complex financial needs while ensuring compliance with operations manuals, audit, and regulatory requirements
- Build and maintain professional relationships with Wealth advisors and internal partners
- Manage complex service issues and day-to-day transactions for assigned Wealth clients, meeting SLAs with efficiency and accuracy
- Facilitate wire agreements and process time-sensitive wire requests with high attention to detail
- Identify trends through data, reports, and client interactions to drive insights and improvements
- Develop, lead, and execute projects to enhance processes, products, services, policies, and the Wealth brand
- Support teammates' development through training, resource sharing, and floor support
- Accurately document all client interactions and resolutions in CRM / Salesforce
- Consistently meet and exceed performance standards for quality, productivity, and behavior
- Open to flexible schedule: Monday to Friday (8 AM - 8 PM) and Saturday (8 AM - 5 PM) as needed
*ADDITIONAL INFO:*
- Must be currently in the Philippines with the right to live and work in the country
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