Hybrid Senior Collections Specialist – Customer-Focused

Australia and New Zealand Banking Group Limited; Quezon City; Hybrid; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Health and wellbeing services

Flexible working options

Job summary

Australia and New Zealand Banking Group Limited (ANZ) in Quezon City is seeking a Senior Collections Associate to manage delinquent customer accounts across multiple ANZ products, delivering excellent service through inbound and outbound channels in a blended work environment.

The role requires agility to handle both inbound inquiries and outbound collections, ensuring compliance, quality outcomes, and accurate account records.

Qualifications

• Strong experience across banking, financial services, collections, or extensive contact centre operations.
• Strong customer service skills and a genuine desire to help customers achieve positive outcomes.
• Excellent verbal and written communication skills.
• Strong negotiation, problem-solving, and critical thinking capability.
• Ability to navigate challenging conversations with confidence, professionalism, and empathy.
• Strong attention to detail and commitment to quality outcomes; experience working across multiple systems and applications.
• Ability to manage priorities effectively in a fast-paced environment.
• Growth mindset and willingness to learn.

Responsibilities

• Engage with customers through inbound and outbound interactions to understand their circumstances and support needs.
• Deliver customer-focused conversations that balance empathy, advocacy, and sustainable customer outcomes.
• Assess customer situations and identify appropriate support options aligned with policies, processes, and regulatory obligations.
• Work collaboratively with customers to establish suitable arrangements and solutions that support financial wellbeing.
• Recognise indicators of customer vulnerability, hardship, and financial stress, and respond appropriately.
• Take ownership of customer concerns and support resolution through to completion.
• Maintain accurate and timely account records and customer documentation; identify risks and opportunities for improvement.
• Contribute to a culture of operational excellence, accountability, and customer advocacy.

Skills

Banking

Financial services

Collections

Contact centre

Customer service

Negotiation

Job description

Australia and New Zealand Banking Group Limited (ANZ) in Quezon City is seeking a Senior Collections Associate to manage delinquent customer accounts across multiple ANZ products, delivering excellent service through inbound and outbound channels in a blended work environment.

The role requires agility to handle both inbound inquiries and outbound collections, ensuring compliance, quality outcomes, and accurate account records.