Digital Banking Advisor — First-Call Resolution

Alteryx ANZ; Philippines; On-site; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Flexible working options

Health and wellbeing services

Job summary

ANZ is seeking Everyday Banking Consultants to join our Life-Cycle contact centre hub in Manila, supporting Australian customers with Retail, Cards and Digital Banking solutions. You will handle high volumes of routine inquiries with a focus on excellent service and quick resolutions.

You’ll rotate hours to meet customer demand, be trained extensively, and act as a brand ambassador delivering outstanding customer experiences in voice interactions.

Qualifications

• Excellent English communication skills (verbal and written).
• Solid contact centre experience with English-speaking clients, preferably from the US or Australia.
• Understanding of contact centre KPIs and the technologies used to support the business model.

Responsibilities

• Ensure first call resolution for customers contacting via voice channel using available tools and resources.
• Resolve enquiries efficiently by understanding needs, root causes, and delivering permanent fixes.
• Escalate to a specialist banker or team to deliver timely and accurate resolutions when necessary.
• Empower customers to bank with us through digital and self-service channels and support digital-first adoption.
• Become brand ambassadors for ANZ by delivering best customer experience in voice interactions and contributing to positive NPS.
• Work in a professional environment meeting customer-centric, financial and risk metrics and targets as needed.
• Build skills and banking knowledge through ongoing formal training and mentorship from leaders.

Skills

Excellent English

Contact centre experience

US/Australia client knowledge

Job description

ANZ is seeking Everyday Banking Consultants to join our Life-Cycle contact centre hub in Manila, supporting Australian customers with Retail, Cards and Digital Banking solutions. You will handle high volumes of routine inquiries with a focus on excellent service and quick resolutions.

You’ll rotate hours to meet customer demand, be trained extensively, and act as a brand ambassador delivering outstanding customer experiences in voice interactions.