Everyday Banking (EDB) Consultant

ANZ; Quezon City; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Access to health and wellbeing services

Flexible working options

Training and mentorship

Job summary

A leading international bank is looking for an Everyday Banking Consultant in Quezon City. The role involves assisting customers from Australia with various banking solutions and ensuring effective service through voice channels. Ideal candidates should have strong English communication skills, contact centre experience, and a willingness to learn in a dynamic environment. ANZ values inclusion and offers flexible working options and comprehensive benefits to its employees.

Qualifications

• Solid contact centre experience with an English-speaking client base, preferably from the US or Australia.
• Excellent communication skills to engage and manage conversations with diverse nationalities.

Responsibilities

• Resolve customer enquiries in an efficient manner through voice channels.
• Provide effective and timely solutions to customer inquiries.
• Become a brand ambassador for ANZ in customer interactions.

Skills

Excellent English communication skills

Contact centre experience

Understanding of contact centre KPIs

Job description

Overview

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.

Role

Everyday Banking Consultant in our Contact Centre Hub Business Unit will help our Australian customers with a variety of Retail, Cards and Digital Banking solutions, troubleshoot enquiries they may have, and provide information on other products or services that may be relevant. This role services customer requests and enquiries in a timely and effective manner, typically handling high volumes of routine enquiries. The key capability is effective customer servicing rather than requiring extensive knowledge of a specific process or policy.

Banking is changing and we’re changing with it, giving our people 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 details

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: Flexible to rotate hours and shift schedule to support changing customer habits and contacts

What will your day look like?

• 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 Manila 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 108510.

Job Posting End Date 31/12/2026 , 11.59pm, (Melbourne Australia)