Senior Banking Customer Experience Specialist

ANZ Global Services and Operations (Manila), Inc; Philippines; On-site; PHP 558,000 - 893,000; Full time

Job summary

ANZ Banking Group Limited seeks a Senior Customer Service Expert in Manila to deliver exceptional service to Australian business customers via phone and messaging channels. You will address current and future needs, while following ANZ banking compliance guidelines.

Role is permanent, full-time, based at MDC Eastwood, Quezon City; standard dayshift Monday to Friday. Join a team focused on customer outcomes and continuous improvement in a dynamic banking environment.

Qualifications

• Proven experience in a Financial/Banking Institution or a Financial Account.
• Familiarity with banking products and systems, and previous customer service experience is desired.
• Excellent verbal and written communication skills and ability to empathise with others.
• Stakeholder management skills. Ability to build rapport with internal and external contacts to collaborate effectively.
• Foundational skills in servicing customers, including the ability to identify customer needs and articulate the desired solution.
• Critical thinking and ability to multi-task and work under pressure, navigate multiple systems and processes seamlessly during customer interactions.
• Problem-solving and documentation skills, curious mindset to explore new approaches that optimize team performance and improve customer service.
• An unwavering motivation to grow and develop a fulfilling career within the Banking Industry

Responsibilities

• Acting as the first point of contact for business customers via phone and digital messaging channels - delivering timely support, service, and maintenance across a range of commercial banking products, including Loans, Overdrafts, Deposits, Credit Cards, and Digital Banking services.
• Driving first contact resolution by efficiently managing customer requests, leveraging available tools and resources, and collaborating with relevant teams to meet the customer's expectations.
• Working with your team to establish best practices to continuously improve satisfaction for our customers and team performance.
• Collaborating with process experts or relevant teams to resolve customer problems or complaints\
• Engaging in collaborative conversations with your leader; discuss performance and self-development opportunities.

Skills

Financial experience

Banking products

Communication skills

Stakeholder management

Need identification

Problem solving

Growth mindset

Job description

ANZ Banking Group Limited seeks a Senior Customer Service Expert in Manila to deliver exceptional service to Australian business customers via phone and messaging channels. You will address current and future needs, while following ANZ banking compliance guidelines.

Role is permanent, full-time, based at MDC Eastwood, Quezon City; standard dayshift Monday to Friday. Join a team focused on customer outcomes and continuous improvement in a dynamic banking environment.