Senior Customer Service Representative (A2)

The agent “Specialist” must possess strong communication skills, financial acumen, and a commitment to delivering exceptional service to high-net-worth individuals and families. 
The team is a client-service-driven organization whose talented and engaged team is dedicated to providing the most competitive services with the highest standards of ethics, and client service. 

In this role, you’ll make an impact in the following ways:

• Respond to customers via phone (voice) regarding transfer agency services, including account transfers, shareholder transactions, and account maintenance.
• Deliver first class inbound client service (customer service) in every single contact as part of our Fund Services operations. 
• Strong communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.
• Exceptional analytical and problem-solving skills and attention to detail, with the ability to analyze data and identify solutions to client inquiries and issues.
• Superb willingness to resolve client’s issues or provide the best alternative solutions, resolving client friction points. 
• Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns. 
• Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations
• Document all client interactions, inquiries, and recommendations accurately and maintain comprehensive records in accordance with regulatory requirements and company policies.
• Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.
• Strong team player mindset to excel not only individually but as a team through strong collaboration.
• Develop and execute sound action plans that will result to outstanding results in key performance measures. 
• Assist the managers with deep dive discussions and remediation of top pain points to help improve performance. 
• Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery.

As a Transfer Agency Specialist, you’ll be expected to: 

• Process shareholder requests accurately and efficiently, including purchases, redemptions, exchanges, and account updates.
• Assist clients in completing required documentation for account transactions and ensure compliance with regulatory requirements.
• Investigate and resolve customer issues or discrepancies related to account transactions, shareholder records, and transfer agency processes.
• Educate clients on transfer agency procedures, policies, and regulations to facilitate smooth transactions and ensure client understanding.

As a Treasury Services Specialist, you’ll be expected to: 

• Assist clients in navigating online platforms and self-service options for managing their treasury accounts and transactions.
• Provide guidance and support to clients in setting up new accounts, processing payments, and troubleshooting technical issues related to electronic banking platforms.
• Collaborate with internal teams such as sales, operations, and product management to address client needs, resolve issues, and ensure timely and accurate service delivery.
• Educate clients on treasury management best practices, procedures, and regulatory requirements to enhance their understanding and optimize their use of treasury services.

To be successful in this role, we’re seeking the following:

• At least 2 years of college degree BS / BA (72 units)
• At least 2 years previous customer service experience, preferably in the global financial services industry with exposure to treasury management 
• Willing to work 100% onsite at Willing to work 100% onsite at Pasay, Alabang, and/or Cebu
• Willing to work night shift (North America Hours) and shifting schedule as needed by the business

Desired additional qualifications, but not required: 

• Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience 
• Active FINRA Series 6 / Series 7 / Series 99 as an added advantage for the role 
• Experience in Microsoft Office including MS Excel, MS Word, and relevant digital tools 
• May be required to be registered, certified, or licensed in a specialty area.

Our Benefits:

EXL offers competitive compensation, benefits, and a strong culture of pay-for-performance philosophy. We provide access to flexible global resources to tools for your career life’s journey. Focus on your health, and of your family through our generous Healthcare benefits and achieve your financial goals through our pay-for-performance culture, night differential, and paid leaves that can support you and your family through moments that matter.

At EXL, our inclusive culture speaks for itself, and we are a proud awardee of GPTW Great Place to Work – Philippines. EXL is an Equal Employment Opportunity Employer.