Senior Officer - Collections & Hardship Team

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

Senior Officer - Collections & Hardship Team

Company : Anz (dba) Job Type : Full Time Philippines

Job Description - Senior Officer - Collections & Hardship Team

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 member of ANZ’s Collections & Hardship Team, you’ll play an important role in supporting customers through periods of financial difficulty and help deliver fair, sustainable, and customer-focused outcomes.

Collections & Hardship brings together specialist teams focused on helping customers navigate challenging circumstances, understand their available options, and access the support they need to improve their financial wellbeing. Whether through collections activities or hardship assistance, our teams are dedicated to making a meaningful difference in the lives of our customers.

We are seeking customer-focused individuals who are passionate about helping customers achieve better financial outcomes. Successful candidates may be aligned to either a Senior Collections Associate or Customer Connect Officer opportunity, depending on their skills, experience, and business requirements.

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 Officer - Collections & Hardship, 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, hardship, 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 outcomes
• Experience 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/ . You can apply for this role by visiting ANZ Careers and searching for reference number 121355.

Job Posting End Date

11/09/2026, 11.59pm, (Melbourne Australia)