Bilingual Client Services Senior Officer – Hybrid Banking

Australia and New Zealand Banking Group Limited; Makati; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Australia and New Zealand Banking Group Limited in Manila is seeking a Client Services Senior Officer to support peers in delivering top-tier customer service. You will resolve queries at first contact, maintain compliance with ANZ and regulatory requirements, and own issues through to resolution in a relationship-based service model.

Role Location: Makati; Role Type: Permanent; Work Arrangement: Hybrid. You will help ensure service quality, handle customer verifications, and collaborate with

Qualifications

• Experience delivering high-quality service in customer-facing environments.
• Customer-centric mindset with ability to anticipate needs and tailor solutions.
• Subject matter expertise in Transaction Banking, Cash Management or Trade Finance.
• Proficiency in Mandarin and English (mandatory) to communicate with diverse clients.
• Solid experience in financial services and understanding banking operations.
• Advanced knowledge of telephony systems to support customer interactions.

Responsibilities

• Pro-actively seek to understand customer requirements and respond accordingly
• Take ownership of customer complaints and suggest ideas for improvement
• Demonstrate ANZ service standards in all customer interactions
• Educate customers on ANZ Transaction Banking services, products, and solutions
• Ensure timely handling of customer requests and proper execution of Customer Verification processes
• Answer client enquiries quickly and efficiently
• Conduct outbound calls to existing clients as part of service and engagement efforts
• Collaborate effectively with colleagues to support team success and service goals
• Suggest and support process improvements to enhance customer experience
• Contribute to team productivity in inbound and outbound call programs
• Maintain full compliance with ANZ policies, procedures, and regulatory requirements
• Take ownership in reporting potential risk events and uphold customer confidentiality

Skills

Customer communication

Customer-centric mindset

Transaction Banking expertise

Mandarin & English proficiency

Financial services experience

Telephony systems knowledge

Job description

Australia and New Zealand Banking Group Limited in Manila is seeking a Client Services Senior Officer to support peers in delivering top-tier customer service. You will resolve queries at first contact, maintain compliance with ANZ and regulatory requirements, and own issues through to resolution in a relationship-based service model.

Role Location: Makati; Role Type: Permanent; Work Arrangement: Hybrid. You will help ensure service quality, handle customer verifications, and collaborate with