Senior Client Services Agent

Job title: Senior Client Services Agent - Financial Account

JOB ID: J

Category: Finance

Work Set-up: Taguig (100% Onsite)

Work shift: Graveyard/Night shift

Salary range: Php 30,000 – 35,000 + Joining Bonus

HC: 8

Parallel Job Titles: Investment Analyst, Wealth Operation Analyst (Voice)

Non-negotiables:

• Minimum of 2 years of experience in handling Voice Account - Financial Experience is a plus

• Availability: Willing to work onsite at McKinley Hill, Taguig and amenable to a graveyard shift.

Position Description:

As a Client Services Agent specializing in financial investments, you will play a key role in ensuring a seamless and positive experience for both advisors and clients. Your primary responsibility will be to provide exceptional customer support related to financial investment accounts, addressing inquiries, resolving issues, and offering guidance to enhance overall satisfaction.

Your future duties and responsibilities:

• Respond promptly and professionally to inquiries from clients and financial advisors regarding investment accounts, transactions, and related services.

• Assesses customers' needs/requests by effective information gathering, research, and problem-solving based on standard processes.

• Provide accurate information on investment products, account balances, and performance reports.

• Respond promptly and professionally to inquiries from clients and financial advisors regarding investment accounts, transactions, and related services.

• Maintain clear and effective communication with clients, financial advisors, and internal stakeholders.

• Coordinates with higher level of support for the out-of-scope type concerns

• Identify opportunities for process improvement and contribute to enhancing overall customer service efficiency.

• Participates in special tasks and performs other duties as assigned.

Required qualifications to be successful in this role:

Educational Background:

• At least Senior High School Graduate (K-12) or College Undergrad in any course.

Career Experience:

• At least 2 years relevant work experience in Business Process Outsourcing (BPO), Contact Center, and similar industries.

• With financial account or Wealth and Asset Management experience (managing stocks, bonds and mutual funds)

Skills

• Excellent communication and interpersonal skills, with the ability to convey complex financial information in a clear and understandable manner.

• Demonstrated customer service orientation and a proactive approach to addressing client needs.

• Effectively facilitates customer interactions following the Company and Client's service strategy and

• Strong analytical and problem-solving abilities.

• Self-motivated, proactive, independent in solving problems.

• Strong business acumen with solid analytical skills and conceptual thinking

• Ability to thrive in a fast-paced environment.

• Participate in regular training sessions to enhance product knowledge, communication skills, and customer service techniques based on feedback and industry developments.

• Ability to document relevant call details clearly and cohesively following quality standards.

• Typing/keyboarding proficiency

• Basic Computer and Internet Literacy.

• Commitment to maintaining a high level of professionalism and confidentiality.

• Demonstrate a commitment to a culture of continuous improvement by providing constructive feedback to peers and contributing ideas for enhancing team performance.

• Exhibit a positive and open attitude towards receiving constructive feedback from clients, financial advisors, and supervisors.

• Contribute to a culture of continuous improvement by actively engaging in feedback sessions, team discussions, and training programs.

• Show a commitment to maintaining a client-centric approach, understanding that constructive feedback is integral to delivering an exceptional customer experience.

• Embrace a growth mindset, recognizing that feedback is an essential component of professional development and a pathway to achieving excellence in customer service.

Other Expectations:

• Should not be a job hopper who only stays for less than a year per company

• Can start immediately

• Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to 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 transaction queues caused by absenteeism

• Team player

• Can work under pressure

• Amenable to work on a shifting schedule

• Must be flexible with the ability to adapt to changes quickly.

• Proactive and has a customer service-oriented mindset

• Receptive to feedback and willing to learn.

• Interaction with clients and advisors may involve phone, email, and occasional in-person communication.

Skills:

Customer Service & Support

English