Digital Banking Support Specialist

Australia and New Zealand Banking Group Limited; Philippines; On-site; PHP 320,000 - 480,000; Full time

Benefits offered by this job

Health and wellbeing services

Flexible working options

Job summary

Australia and New Zealand Banking Group Limited is seeking an Assisted Digital Consultant in Manila to assist Australian customers with Retail, Cards and Digital Banking solutions. You will handle high volumes of routine enquiries with a focus on first contact resolution via in-app channels.

The role requires strong English communication, flexibility to support voice contacts, and experience in a contact centre environment. Training and mentorship are provided to grow banking knowledge.

Qualifications

• Excellent English communication skills (verbal and written).
• Flexibility to support voice customer contacts.
• Solid contact centre experience with English-speaking clients.
• Understanding of contact centre KPIs and tech support tools.

Responsibilities

• Ensure first contact resolution via in-app messaging and available tools.
• Resolve enquiries promptly by identifying root cause and fixing permanently.
• Escalate to bankers or specialist teams when needed for timely resolution.
• Act as brand ambassadors delivering best customer experience and positive NPS.
• Meet customer-centric, financial and risk metrics as required.
• Develop banking knowledge through training and mentorship.

Skills

English fluency

Customer service

Flexibility

Team collaboration

Multi-country support

Tools

CRM systems

Job description

Australia and New Zealand Banking Group Limited is seeking an Assisted Digital Consultant in Manila to assist Australian customers with Retail, Cards and Digital Banking solutions. You will handle high volumes of routine enquiries with a focus on first contact resolution via in-app channels.

The role requires strong English communication, flexibility to support voice contacts, and experience in a contact centre environment. Training and mentorship are provided to grow banking knowledge.