DE033556-Fraud Operations Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Capital Markets Ops Analyst WORK SETUP: Return to Office OVERALL PURPOSE: The Wealth Solutions Center Service Specialist II serves as a centralized extension of the Wealth Advisor's in-market team, dedicated to delivering exceptional service and problem resolution for assigned Wealth clients. This role operates in a dynamic, team-oriented, and fast-paced environment. RESPONSIBILITIES: The following outlines the primary responsibilities of this role. Additional duties, both major and minor, may be assigned as business needs evolve. 1. Provide primary service and problem resolution support for Wealth clients and advisors through phone and electronic service requests. 2. Maintain a proficient understanding of all banking products, processes, and programs, staying informed of any updates or changes. 3. Identify specialized solutions and proactively address potential issues for clients with complex financial needs, ensuring compliance with branch operations manuals, audit requirements, and regulatory frameworks. 4. Build and sustain professional, ongoing relationships with Wealth advisors and internal partners to effectively meet client needs. 5. Manage complex service issues and handle day-to-day transactional needs for assigned Wealth clients, ensuring efficiency and accuracy while meeting service level agreements. 6. Contribute to the ongoing improvement and refinement of the Wealth brand, processes, products, services, and operating policies and procedures. 7. Support Wealth Solutions Center enhancement projects, including training, reporting, innovation, execution, and resource management. 8. Facilitate wire agreements and process time-sensitive wire requests for Wealth clients, ensuring high attention to detail and accuracy. 9. Accurately document client interactions and resolutions in CRM/Salesforce.com. 10. Consistently meet and exceed required performance standards, including quality, productivity, and behavioral expectations. 11. Work a flexible schedule as needed, including shifts between Monday and Friday (8 AM to 8 PM) and Saturday (8 AM to 5 PM). 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 • Fraud Investigations profile • Voice proficiency at least B2

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