Hybrid Senior Collections Specialist - Customer Outcomes

ANZ; Quezon City; Hybrid; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Hybrid work model

Health and wellbeing services

Flexible working options

Job summary

ANZ in Manila is seeking a Senior Collections Associate to manage delinquent customer accounts across products, delivering excellent customer experiences through both inbound and outbound channels. The role blends inbound servicing with outbound collections, requiring agility, compliance, and strong customer service.

The position offers permanent, full-time work with a hybrid arrangement after probation, supporting day shifts with some Saturdays based on business needs.

Qualifications

• Banking, financial services, or collections experience.
• Excellent verbal and written communication.
• Ability to navigate challenging conversations with confidence and empathy.
• Proven negotiation and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

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 ANZ policies, processes, and regulatory obligations.
• Work collaboratively with customers to establish suitable arrangements and solutions that support their 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 experience

Customer service

Communication skills

Negotiation

Empathy

Attention to detail

Systems knowledge

Prioritization

Growth mindset

Job description

ANZ in Manila is seeking a Senior Collections Associate to manage delinquent customer accounts across products, delivering excellent customer experiences through both inbound and outbound channels. The role blends inbound servicing with outbound collections, requiring agility, compliance, and strong customer service.

The position offers permanent, full-time work with a hybrid arrangement after probation, supporting day shifts with some Saturdays based on business needs.