Disputes Officer

Australia and New Zealand Banking Group Limited; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Health and wellbeing services

Flexible working options

Job summary

Australia and New Zealand Banking Group Limited seeks a Disputes Officer for the New Zealand Operations Manila Team. You will handle fraud and consumer dispute cases, ensuring accuracy, policy alignment, and regulatory compliance while maintaining professional customer communications.

The role offers a 50/50 hybrid setup with onsite training for the first 3 months. Work hours are 8:00 AM–8:00 PM Manila Time, Monday to Friday, with shifting schedules.

Qualifications

• Strong attention to detail.
• Excellent written and verbal communication.
• Investigative and problem-solving abilities.
• Ability to navigate challenging situations effectively.
• Analytical thinking to generate actionable insights.
• Collaborative and proactive team mindset.

Responsibilities

• Review and investigate fraud and consumer dispute cases meeting policy and regulatory standards.
• Analyse account activity and customer information to identify issues and resolve cases.
• Complete case actions and documentation with audit-ready accuracy.
• Communicate with customers and stakeholders to provide updates and gather information.
• Manage a daily caseload while meeting SLAs and quality standards.

Skills

Strong attention to detail

Excellent written and verbal沟通

Job description

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Department: NZ Personal Banking Customer Service Operations

Location: Quezon City

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

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?

Your key respinsibilities will include:

• 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?

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

• 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.