Assisted Digital Consultant (Expression of Interest)

ANZ; Quezon City; On-site; PHP 334,800 - 446,400; Full time

Benefits offered by this job

Access to health and wellbeing services

Flexible working options

Job summary

A leading financial institution is seeking an Assisted Digital Consultant in Quezon City to provide support for Australian customers via various Retail, Cards, and Digital Banking solutions. The role involves resolving inquiries efficiently and ensuring a positive customer experience through effective communication. Ideal candidates should possess excellent English skills and some contact center experience, with flexibility in working hours. This is a permanent full-time position offering opportunities for growth and development.

Qualifications

• Experience in a contact centre environment with English-speaking clients.
• Ability to manage conversations with diverse nationalities.
• Knowledge of contact centre technologies and dynamics.

Responsibilities

• Ensure first contact resolution for customers via in-app messaging.
• Resolve customer inquiries efficiently by identifying root causes.
• Escalate issues to specialist bankers when necessary.
• Provide excellent customer experiences to enhance NPS.
• Meet customer-centric financial and risk metrics.

Skills

Excellent English communication skills

Flexibility to support voice customer contacts

Solid contact centre experience

Understanding of contact centre KPIs

Job description

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About The Role

As an Assisted Digital Consultant in our CCC Tribe, you’ll play a key role in helping to assist our Australian customers with a variety of Retail, Cards, and Digital Banking solutions, troubleshoot customer enquiries they may have and provide information on any other products or services that may be relevant. This role is responsible for the servicing of customer requests and enquiries in a timely and effective manner. These positions will typically process high volumes of routine enquiries. The key capability for these positions is effective customer servicing as opposed to requiring extensive knowledge of a specific process or policy to be effective.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Fulltime

Role Location: MDC 100 Building, Eastwood, Libis, Quezon City

Work Hours: People looking to join these teams will need to be flexible to rotate hours (primarily rostered in the morning) and shift schedule to support the changing customer habits and contacts

What will your day look like?

• Ensuring first contact resolution for customers contacting us through our in-app Message Us channel by consistently utilizing available tools and resources.
• Resolve customers’ enquiries in an efficient and timely manner by understanding their needs, identifying the root cause of the enquiry and providing appropriate and permanent fix.
• Escalating to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.
• Become brand ambassadors for ANZ by providing best customer experience through our in-app messaging interactions with the goal of positive NPS returns.
• Work in a professional environment meeting customer‑centric, financial and risk metrics and targets as necessary.
• Build your skills and banking knowledge quickly through on‑going formal training and mentorship from your leaders.

What will you bring?

• Excellent English communication skills (both verbal and written) including the ability to engage and manage conversations with other nationalities.
• Must have flexibility to support voice customer contacts when the business requires.
• With solid contact centre experience with an English‑speaking client base, preferably from the US or Australia.
• Understanding of the contact centre environment i.e., the major KPIs; the dynamics of the contact centre work and the various technologies being utilised to support the overall business model.

YOU’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 108509.