Senior Officer – Collections & Hardship (Hybrid)

Anz (Dba); Philippines; Hybrid; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Health and wellbeing services

Flexible working options

Job summary

ANZ Philippines is seeking a Senior Officer in the Collections & Hardship Team to support customers in difficulty, delivering fair, sustainable outcomes and compliant processes. Based in Eastwood City, Quezon City, the role offers day shifts with a hybrid work arrangement after probation and opportunities to grow within a global bank.

The position emphasizes empathy, strong communication, and the ability to navigate multiple systems while maintaining meticulous records and customer trust.

Qualifications

• Experience in banking and financial services, especially collections or hardship operations.
• Proven customer service excellence and ability to handle sensitive situations.
• Strong communication skills, both verbal and written.

Responsibilities

• Engage with customers to understand their circumstances and support needs.
• Deliver empathetic, fair conversations to reach sustainable outcomes.
• Assess options aligned with policies and regulatory obligations.
• Collaborate with customers to agree suitable arrangements for financial wellbeing.
• Identify signs of vulnerability and respond appropriately.
• Own customer concerns through resolution and maintain records.
• Identify risks and opportunities for process improvement.
• Contribute to operational excellence and customer advocacy.

Skills

Banking & financial services

Collections & hardship

Customer service

Verbal & written communication

Negotiation & problem solving

Attention to detail

Multisystem navigation

Job description

ANZ Philippines is seeking a Senior Officer in the Collections & Hardship Team to support customers in difficulty, delivering fair, sustainable outcomes and compliant processes. Based in Eastwood City, Quezon City, the role offers day shifts with a hybrid work arrangement after probation and opportunities to grow within a global bank.

The position emphasizes empathy, strong communication, and the ability to navigate multiple systems while maintaining meticulous records and customer trust.