Client Services Senior Officer (Mandarin-speaking)

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

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Department: GO - Insto Operations Payments & Cash

Division: Group Operations

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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

About the Role

As a Client Services Senior Officer for the Manila Group Capability Center (GCC), you will play a key role in supporting your peers to deliver high-quality customer service. You will be responsible for resolving customer queries at first contact, ensuring maximum customer satisfaction through a relationship based service approach that reflects genuine concern and proactive problem-solving. This includes taking ownership of issues, conducting thorough research using internal systems and liaising with other departments as needed to ensure timely and accurate resolution. Additionally, you will be accountable for maintaining service quality and ensuring compliance with both ANZ and regulatory requirements.

Banking is changing and we’re changing with it, giving our people 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 Location: Makati
Role Type: Permanent
Work Arrangement: Hybrid

What will your day look like?

As a Client Services Senior Officer, you will:

• 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

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Exceptional customer communication skills, with proven experience in delivering high-quality service in a customer-facing environment
• A strong customer-centric mindset, with the ability to anticipate needs and provide tailored solutions
• Subject matter expertise in Transaction Banking, particularly Cash Management or Trade Finance products
• Proficiency in both Mandarin and English (mandatory), with the ability to communicate effectively across diverse customer segments
• Solid experience in the financial services industry, with a sound understanding of banking operations and client servicing
• Advanced knowledge of telephony systems and technology, with the ability to leverage tools efficiently to support customer interaction

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 plays a critical role in executing our strategy and delivering 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.