Senior Collections Associate

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

Senior Collections Associate

Department: GO - Business Services Financial Wellbeing Assist

Division: Group Operations

Location: Quezon City

About Us

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.

About the Role

As a Senior Collections Associate, you will be responsible for managing delinquent customer accounts across multiple ANZ products while delivering exceptional customer experiences through both inbound and outbound servicing channels.

This role operates in a blended environment, supporting inbound customer demand during peak call periods and transitioning to outbound collections activities during quieter intervals or as business requirements dictate. Success in this role requires agility and adaptability in managing both inbound and outbound interactions while maintaining high standards of customer service, compliance, and collections performance.

We are seeking customer-focused individuals who are passionate about helping customers achieve better financial outcomes.

Banking is changing and we’re changing with it, giving our people great 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 Type: Permanent, Fulltime
Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City
Work Hours: Day Shift, mostly weekends off; however, staff may be rostered on Saturdays based on business requirements. Hybrid work arrangement upon successful completion of probation.

What will your day look like?

As a Senior Collections Associate, you will:

• Engage with customers through inbound and outbound interactions to understand their individual 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, emerging issues, and opportunities for continuous improvement
• Contribute to a culture of operational excellence, accountability, and customer advocacy.

What will you bring?

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

• 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
• The ability to navigate challenging conversations with confidence, professionalism, and empathy
• Strong attention to detail and commitment to quality outcomesExperience working across multiple systems and applications
• The ability to manage priorities effectively in a fast-paced environment
• A growth mindset and a passion for continuous learning and development.

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.

How You'll Be Successful

Customer First

• Places customers at the centre of every interaction.
• Takes the time to understand customer circumstances and identify appropriate solutions.
• Delivers fair, sustainable, and positive customer outcomes

Work as One

• Collaborates effectively across teams and stakeholders.
• Shares knowledge and supports collective success.
• Demonstrates adaptability in response to changing customer and business needs

Own the Outcome

• Takes accountability for customer experience and operational results.
• Maintains a high standard of quality, accuracy, and compliance.
• Demonstrates sound judgement and attention to detail.

Deliver with Excellence

• Consistently seeks opportunities to improve customer experience and business outcomes.
• Balances customer advocacy with risk management and operational excellence.
• Embraces learning, growth, and continuous improvement.

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 make 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/ .