Senior Customer Service Expert

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

Company description:

ANZ Banking Group Limited

Job description:

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.

Join Business & Private Bank and help deliver our growth ambitions by backing Australian businesses and private clients with the insights, solutions and support they need to move forward. We play a critical role in delivering the ANZ 2030 Strategy and you'll be part of a team guided by our values to put customers first, deliver with excellence, own the outcome and work as one.

About the Role

As a Senior Customer Service Expert, you are responsible for delivering exceptional customer service and tailoring solutions to our valued business customers in Australia. You will be empowered to identify and address our business customers' current and future needs through ANZ's phone or messaging channels, while adhering to ANZ's banking compliance guidelines.

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, Full-time
Role Location: MDC 100 Building, Eastwood, Quezon City
Work Hours: Mondays to Fridays, Dayshift

What will your day look like?

You will be responsible for the following, but not limited to:

• 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. You will also complete administrative activities to support customer needs and assist frontline bankers.
• 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.

What will you bring?

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

• Proven experience in a Financial/Banking Institution or a Financial Account
• Familiarity with banking products and systems, and previous customer service experience is desired. No formal qualifications
• 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

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 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.

Job Posting End Date

30/09/2026, 11.59pm, (Melbourne Australia)