Digital Banking Support Specialist

ANZ; Quezon City; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Flexible work options

Job summary

ANZ is seeking an Assisted Digital Consultant in Manila to support Australian customers across Retail, Cards, and Digital Banking. You will handle high volumes of routine enquiries, resolve issues, and provide information on relevant products and services. Training and mentorship are provided to build banking knowledge.

The role is permanent, full-time, based at MDC Eastwood, Libis, Quezon City with rotating morning shifts to support changing customer habits.

Qualifications

• Excellent English communication skills (verbal & written).
• Flexibility to support voice customer contacts when required.
• Solid contact centre experience with English-speaking clients (US/Australia preferred).
• Understanding of contact centre KPIs and supporting technologies.

Responsibilities

• Ensure first contact resolution for customers via the in-app Message Us channel using available tools and resources.
• Resolve enquiries efficiently by understanding needs and root cause, providing permanent fixes.
• Escalate to a specialist banker or team to deliver timely resolutions when necessary.
• Be an ANZ brand ambassador, delivering the best customer experience through in-app messaging to drive positive NPS.
• Meet customer-centric, financial and risk metrics and targets as required.
• Build banking knowledge quickly through ongoing formal training and mentorship.

Skills

English skills

Voice support

Contact centre exp

KPI & tech understanding

Job description

ANZ is seeking an Assisted Digital Consultant in Manila to support Australian customers across Retail, Cards, and Digital Banking. You will handle high volumes of routine enquiries, resolve issues, and provide information on relevant products and services. Training and mentorship are provided to build banking knowledge.

The role is permanent, full-time, based at MDC Eastwood, Libis, Quezon City with rotating morning shifts to support changing customer habits.