DE033560-Fraud Disputes Analyst (Wealth Management)

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

• 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

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