Personal Banker (Fintech)

TL;DR

Personal Banker (Fintech): Providing personalized support for premium banking clients by owning complex requests, complaints, and non-standard cases from intake through resolution with an accent on client retention, banking operations, and cross-functional coordination. Focus on investigating disputed transactions, de-escalating difficult situations, navigating delegated authority, and ensuring accurate resolution communication.

Location: Mandaluyong, Philippines; on-site with a hybrid digital working format. Working schedule: 10:00–19:00. Face-to-face client meetings may be required where authorized.

Company

hirify.global provides digital banking and financial services.

What you will do

• Own complex and non-standard premium client requests from initial receipt through final resolution.
• Provide empathetic, personalized support and explain complex banking matters clearly.
• Investigate complaints, disputed charges, service failures, and other exceptional cases.
• Coordinate with Operations, Back Office, Product, Compliance, Risk, Payments, and Relationship Management teams.
• Conduct introductory calls, support client retention, and refer deposit or investment opportunities to Relationship Managers.
• Maintain complete CRM records and ensure client commitments, follow-ups, and service deadlines are fulfilled.

Requirements

• Strong knowledge of banking products, including deposits, loans, credit cards, and related services.
• Understanding of domestic, international, external, and foreign-currency transfers.
• Knowledge of banking operations, Back Office coordination, CRM, and case-management systems.
• Basic understanding of BSP, PDIC, data privacy, and banking compliance requirements.
• Ability to investigate complex issues, identify decision-makers, manage escalations, and resolve cases end to end.
• Strong written and verbal communication skills in English and Tagalog are required.

Culture & Benefits

• Hybrid digital working format with an on-site role based in Mandaluyong.
• Fixed salary during the initial stage of the Dedicated Service launch.
• Work focused on client centricity, accountability, empathy, resilience, and diplomatic communication.
• Initial position does not include direct sales targets.