Expression of Interest - Senior Client Services Officer (Mandarin/Cantonese speaking)

ANZ; Makati; Hybrid; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

Health insurance

Flexible working arrangements

Job summary

ANZ in Manila is seeking a Senior Client Services Officer to support peers in delivering high-quality customer service and to resolve queries at first contact. You will own issues, conduct research, and liaise with other departments to ensure timely, accurate resolutions.

This permanent, hybrid role located in Makati requires excellent English, with Mandarin or Cantonese helpful, and a strong background in financial services.

Qualifications

• Excellent customer communication in a client-facing role.
• English required; Mandarin/Cantonese helpful.
• Experience in financial services and banking operations.

Responsibilities

• Resolve customer queries at first contact.
• Own customer complaints and suggest improvements.
• Educate customers on Transaction Banking services and solutions.
• Ensure timely handling of requests and proper execution of Customer Verification processes.
• Maintain compliance with ANZ policies and regulatory requirements.

Skills

Customer service

English fluency

Mandarin/Cantonese

Transactional banking knowledge

Telephony systems

Team collaboration

Tools

Telephony systems

Job description

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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

About the Role

As a Senior Client Services Officer for the Manila Group Capability Center (GCC), you will play a key role in supporting your peers to deliver high-quality customer service. You will be responsible for resolving customer queries at first contact, ensuring maximum customer satisfaction through a relationship-based service approach that reflects genuine concern and proactive problem-solving. This includes taking ownership of issues, conducting thorough research using internal systems and liaising with other departments as needed to ensure timely and accurate resolution. Additionally, you will be accountable for maintaining service quality and ensuring compliance with both ANZ and regulatory requirements.

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 location: Solaris One, Makati

Role type: Permanent

Work arrangement: Hybrid

What will your day look like?

As a Senior Client Services Officer, you will:

• Pro-actively seek to understand customer requirements and respond accordingly
• Take ownership of customer complaints and suggest ideas for improvement
• Demonstrate ANZ service standards in all customer interactions
• Educate customers on ANZ Transaction Banking services, products, and solutions
• Ensure timely handling of customer requests and proper execution of Customer Verification processes
• Answer client enquiries quickly and efficiently
• Conduct outbound calls to existing clients as part of service and engagement efforts
• Collaborate effectively with colleagues to support team success and service goals
• Suggest and support process improvements to enhance customer experience
• Contribute to team productivity in inbound and outbound call programs
• Maintain full compliance with ANZ policies, procedures, and regulatory requirements
• Take ownership in reporting potential risk events and uphold customer confidentiality

What will you bring?

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

• Exceptional customer communication skills, with proven experience in delivering high-quality service in a customer-facing environment
• A strong customer-centric mindset, with the ability to anticipate needs and provide tailored solutions
• Subject matter expertise in Transaction Banking, particularly Cash Management or Trade Finance products
• Proficiency in both Mandarin or Cantonese, and English (mandatory), with the ability to communicate effectively across diverse customer segments
• Solid experience in the financial services industry, with a sound understanding of banking operations and client servicing
• Advanced knowledge of telephony systems and technology, with the ability to leverage tools efficiently to support customer interactions

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 plays a critical role in executing our strategy and delivering 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.