Everyday Banking (EDB) Consultant

Alteryx ANZ; Philippines; On-site; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Flexible working options

Health and wellbeing services

Job summary

ANZ is seeking Everyday Banking Consultants to join our Life-Cycle contact centre hub in Manila, supporting Australian customers with Retail, Cards and Digital Banking solutions. You will handle high volumes of routine inquiries with a focus on excellent service and quick resolutions.

You’ll rotate hours to meet customer demand, be trained extensively, and act as a brand ambassador delivering outstanding customer experiences in voice interactions.

Qualifications

• Excellent English communication skills (verbal and written).
• Solid contact centre experience with English-speaking clients, preferably from the US or Australia.
• Understanding of contact centre KPIs and the technologies used to support the business model.

Responsibilities

• Ensure first call resolution for customers contacting via voice channel using available tools and resources.
• Resolve enquiries efficiently by understanding needs, root causes, and delivering permanent fixes.
• Escalate to a specialist banker or team to deliver timely and accurate resolutions when necessary.
• Empower customers to bank with us through digital and self-service channels and support digital-first adoption.
• Become brand ambassadors for ANZ by delivering best customer experience in voice interactions and contributing to positive NPS.
• Work in a professional environment meeting customer-centric, financial and risk metrics and targets as needed.
• Build skills and banking knowledge through ongoing formal training and mentorship from leaders.

Skills

Excellent English

Contact centre experience

US/Australia client knowledge

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 an Everyday Banking Consultant in our Contact Centre Hub Business Unit, you'll play a key role in helping our Australian customers with a variety of Retail, Cards and Digital Banking solutions, troubleshoot customer enquiries they may have and provide information on any other products or services that may be relevant. This role is responsible for the servicing of customer requests and enquiries in a timely and effective manner. These positions will typically process high volumes of routine enquiries. The key capability for these positions is effective customer servicing as opposed to requiring extensive knowledge of a specific process or policy to be effective.

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 Primary Location: MDC 100 Building, Eastwood, Libis, Quezon City

Role Secondary Location: Solaris One Building, 130 Dela Rosa St., Legaspi Village, Makati City

Shift schedule: People looking to join these teams will need to be flexible to rotate hours and shift schedule to support the changing customer habits and contacts

What will your day look like

As Everyday Banking Consultant, you will:

• Ensuring first call resolution for customers contacting us through our voice channel by consistently utilizing available tools and resources.
• Resolve customers enquiries in an efficient and timely manner by understanding their needs, identifying the root cause of the enquiry and providing appropriate and permanent fix.
• Escalating to an appropriate specialist banker or team of experts to deliver timely and accurate resolution, when necessary.
• Empower our customer to bank with us anytime using our Digital & Self-service channels and contribute to our strategic goal of digital first adoption.
• Become brand ambassadors for ANZ by providing best customer experience in all voice interactions with the goal of positive NPS returns.
• Work in a professional environment meeting customer-centric, financial and risk metrics and targets as necessary
• Build your skills and banking knowledge quickly through on-going formal training and mentorship from your leaders.

What will you bring

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

• Excellent English communication skills (both verbal and written) including the ability to engage and manage conversations with other nationalities.
• With solid contact centre experience with an English-speaking client base, preferably from the US or Australia.
• Understanding of the contact centre environment i.e., the major KPIs; the dynamics of the contact centre work and the various technologies being utilised to support the overall business model.

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.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 126617.

Job Posting End Date

31/12/2026, 11.59pm, (Melbourne Australia)