Disputes Officer

ANZ; Quezon City; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health & wellbeing services

Flexible working options

Job summary

ANZ is seeking a Disputes Officer for its Manila team to uphold service levels while resolving fraud and consumer disputes. You will review cases, analyze activity, and maintain accurate case documentation to support timely resolutions.

Based in Libis, Quezon City, this permanent full-time role follows a 50/50 hybrid setup with onsite training. Strong attention to detail and communication skills are essential to succeed in a regulated bank environment.

Qualifications

• Experience handling fraud or dispute cases preferred.
• Strong written and verbal communication.
• Ability to interpret data for issue resolution.
• Experience with regulatory compliance is a plus.

Responsibilities

• Review and investigate fraud and consumer dispute cases.
• Analyze account activity and transaction records.
• Document actions clearly and audit-ready.
• Communicate with customers and stakeholders professionally.
• Manage a daily caseload meeting SLAs and quality standards.

Skills

Attention to detail

Communication skills

Investigation skills

Problem solving

Analytical thinking

Adaptability

Job description

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 millions of customers.

About The Role

As a Disputes Officer within the New Zealand Operations Manila Team, you are expected to uphold a high standard of customer service by engaging directly with clients to facilitate optimal outcomes for their claims, in accordance with the established service level agreements. Furthermore, you are responsible for ensuring that all customer communications are accurate and professionally composed. It is imperative that all services delivered align with the ANZ Group’s strategic objectives, policies, procedures, and standards, as well as comply with applicable external regulatory requirements.

Banking is changing and we’re changing with it, giving our people great 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 Type: Permanent, Full-time

Role Location: 30F, MDC 100 Building, E. Rodriguez Jr. Avenue, Corner Eastwood Avenue, Brgy. Bagumbayan, Libis, Quezon City

Work Hours: Shifting schedule (8:00 AM to 8:00 PM Manila Time), Monday to Friday

Work Setup: 50/50 Hybrid (Onsite for the first 3 months during training)

What will your day look like?

• Review and investigate fraud and/or consumer dispute cases, ensuring every decision is accurate, evidence-based, and aligned to policy and regulatory requirements.
• Analyse account activity, transaction records, and customer information to identify issues, determine outcomes, and resolve cases efficiently.
• Complete case actions and documentation with a high level of attention to detail, ensuring records are accurate, comprehensive, and audit-ready.
• Communicate with customers and stakeholders professionally to gather information, provide updates, and support timely case resolution.
• Manage a daily caseload while meeting service level commitments, quality standards, and customer outcomes.

What will you bring?

• Strong attention to detail
• Excellent communication skills, both written and verbal
• Proficient investigative and problem-solving abilities
• Capacity to manage and navigate challenging situations effectively
• Ability to interpret data and information using critical and analytical thinking to generate actionable insights for issue resolution
• A positive attitude and a proactive approach to contributing to a collaborative and high-performing fraud team environment

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 Manilla play a critical role in executing our strategy and deliver 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.

Job Posting End Date

08/10/2026, 11.59pm, (Melbourne Australia)