Everyday Banking Consultant: Digital & Customer Experience

ANZ Banking Group Limited; Philippines; On-site; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Health and wellbeing services

Flexible working options

Job summary

ANZ Banking Group Limited is seeking an Everyday Banking Consultant to support Australian customers from the Philippines. You will handle Retail, Cards and Digital Banking inquiries, aiming for high first-call resolution and smooth digital adoption.

The role requires strong English communication, contact-center experience, and the ability to work in a fast-paced environment with rotating shifts at our Manila hub.

Qualifications

• Excellent English communication skills (verbal and written).
• Solid contact centre experience with an English-speaking client base (US or Australia preferred).
• Understanding of contact centre KPIs and technologies supporting the model.

Responsibilities

• Ensure first call resolution for voice channel by using available tools and resources.
• Resolve inquiries efficiently by understanding needs and providing permanent fixes.
• Escalate to a specialist banker or team when necessary for timely resolution.
• Promote digital and self-service channels to support digital-first adoption.
• Be a brand ambassador by delivering the best customer experience in voice interactions.
• Work to meet customer-centric, financial and risk metrics as required.
• Build skills through ongoing formal training and mentorship from leaders.

Skills

Excellent English

Contact center experience

Customer service

Job description

ANZ Banking Group Limited is seeking an Everyday Banking Consultant to support Australian customers from the Philippines. You will handle Retail, Cards and Digital Banking inquiries, aiming for high first-call resolution and smooth digital adoption.

The role requires strong English communication, contact-center experience, and the ability to work in a fast-paced environment with rotating shifts at our Manila hub.